Customer Experience Manager

Description

Summary: YEGO is seeking a Customer Experience Manager to lead and scale service operations, ensuring seamless, scalable, and high-quality customer experience across all markets. Highlights: 1. Shape and structure the CX function within a growing international organization. 2. Lead and develop a team, fostering accountability and ownership. 3. Drive efficiency and improvement with operational ownership. At YEGO, we do more than move people — we help cities breathe. As a certified *société à mission* and purpose\-driven company, we have already enabled over 10 million journeys across 9 European cities. We are looking for a **Customer Experience Manager** to lead and scale our service operations. You will sit at the intersection of operational excellence and customer experience, ensuring a seamless, scalable, and high\-quality service across all markets. **Why this role?** * **Strategic impact:** You will help shape and structure the CX function within a growing international organization. * **Team leadership:** You will directly manage 2 Team Leads and oversee an indirect team of 20\+ people, as well as external partners. * **Operational ownership:** From automating repetitive tasks to negotiating with strategic partners such as BPOs and insurers, you will have the autonomy to drive efficiency and improvement. **What You Will Do** * **Lead \& Develop:** Manage the Live Support and Incidents Team Leads, fostering a culture of feedback, accountability, and ownership. * **Process Architecture:** Map and optimize the full user journey, from app onboarding to complex incident resolution. * **Operational Excellence:** Define quality frameworks and monitor key metrics such as CSAT, FRT, and TTR to support data\-driven decisions. * **Scale \& Standardize:** Create playbooks and documentation to ensure our service is consistent and scalable as we expand into new markets. * **Partner Management:** Oversee strategic providers such as BPOs and insurance partners to optimize our hybrid internal/external model. **Who You Are** * **Experienced Leader:** You have 5\+ years of experience in CX or Operations, with proven team and team\-lead management experience. * **Data\-Driven \& Analytical:** You don’t just look at numbers; you identify patterns and turn them into solutions. * **Process\-Oriented:** You have a hands\-on mindset and a strong ability to structure complex operations. * **Language Skills:** + **Spanish:** Native or Fluent. + **English:** Professional level. + **Italian:** Very highly valued. + **French:** Valorable **Why join us?** * **Purpose\-driven mission:** Join a team committed to transforming urban mobility into a more sustainable experience. * **Ride for free:** Enjoy free use of YEGO scooters around the city. * **Health \& wellness:** Private medical insurance and discounts on gyms and sports activities through Urban Sports Club. * **Flexible compensation:** Use our flexible benefits plan through Cobee for transport, meals, or childcare. * **Growth environment:** Work in a dynamic, inclusive, and international environment at our Poblenou headquarters. *We are an equal opportunities employer. We celebrate diversity and welcome applications from people of all backgrounds, genders, ages, sexual orientations, religions and abilities.*