Customer Experience Manager

Job description

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: Defin...