Operations Manager, Customer Care

As Operations Manager, Customer Care, you’ll run and improve pony’s customer care teams, operations and systems. You will keep ticket volumes under control, reduce resolution time and cost without compromising quality, and build a leaner, more automated Customer Care operation. You will own the team’s workflows, capacity planning, tools, knowledge base and response guidelines, as well as the performance of our internal agents and external human and AI partners. You will also build a systematic …