Job Overview
Location
Paris or Remote from France
Job Type
Full-time
Category
HR & Recruiting
Date Posted
March 19, 2026
Full Job Description
📋 Description
- • As the Customer Excellence Senior Manager at BlaBlaCar, you will lead the Customer Excellence (CX) team within the Customer Relations (CR) department, serving as the central hub for driving global customer satisfaction (CSAT) and embedding customer-centricity across all operations in 21 countries. This role is pivotal in transforming how BlaBlaCar measures, improves, and acts on customer feedback to elevate the experience for millions of users who rely on the platform for carpooling and bus travel each year.
- • You will own and drive global quality KPIs, including CRT Quality Standards, Quality Reviews, CSAT, and Voice of the Customer (VOC) reporting, ensuring consistent performance across internal teams, external BPO partners, and Trust & Safety workflows. Your leadership will directly influence strategic decisions by turning complex data into clear narratives and actionable plans that align product, support, and operations teams around customer outcomes.
- • Day to day, you will define and execute the quality strategy across all CR touchpoints, overseeing the redesign of CSAT tracking and VOC reporting systems to ensure customer pain points are prioritized, resourced, and resolved organization-wide. You will lead the rollout of a new quality management tool and actively integrate AI into your team’s workflows to enhance analysis efficiency and predictive capabilities.
- • You will manage and mentor a team of Quality Associates, balancing their workload between operational run tasks and strategic OKR projects while fostering autonomy, accountability, and continuous learning. Your role includes representing the voice of quality in cross-functional leadership meetings and major operational transitions, ensuring quality standards are upheld during product launches, process changes, and BPO collaborations.
- • You will collaborate closely with internal Product teams and external BPO partners to drive alignment on quality expectations, using your strong stakeholder management skills to influence without authority and build consensus around customer-centric initiatives.
- • BlaBlaCar is a mission-driven, globally distributed company of 800 employees from over 50 nationalities, with 30% working fully remotely and offices in Paris, London, Madrid, Warsaw, and São Paulo. As a leader in community-based travel, the company is committed to sustainable mobility and innovation, offering a dynamic environment where your work directly impacts millions of travelers and contributes to reducing carbon emissions through shared mobility.
- • In this role, you will develop advanced expertise in quality operations, AI-enabled analytics, global BPO management, and customer experience transformation in a high-growth tech environment. You will have the opportunity to shape BlaBlaCar’s long-term CX strategy, influence product decisions through customer insights, and grow into broader leadership roles within Customer Relations or Operations, supported by mentorship, training, and internal mobility programs.
🎯 Requirements
- • 6–8+ years of experience leading Quality, Customer Support, or BPO teams in high-growth tech environments, with a proven track record of designing frameworks that directly increase global CSAT.
- • Strong background in process optimization and project management, capable of balancing daily operational demands with strategic improvement initiatives and OKR-driven projects.
- • Data-driven mindset with the ability to interpret complex datasets, derive actionable insights, and communicate them clearly to influence leadership and cross-functional teams.
- • Excellent communication skills in English (written and spoken), with confidence to represent the 'Voice of the Customer' in senior leadership forums.
- • Proven ability to manage and mentor fully remote teams, fostering engagement, knowledge sharing, and performance excellence across distributed workforces.
- • Empathetic, customer-first leadership style with a passion for driving excellence and building team capability through coaching and empowerment.
🏖️ Benefits
- • Hybrid work model: 2–3 days per week at the BlaBlaCar office in Paris or fully remote from within France.
- • 4 additional weeks of paid leave on top of legal maternity/paternity entitlements.
- • 50% healthcare coverage through Alan, financial support for home office setup, and 50% transportation reimbursement via Forfait Mobilité Durable.
- • Minimum 25 days of annual holiday, local meal plan (Swile card), and free unlimited access to BlaBlaCar’s carpooling and bus services.
- • Personal growth opportunities including training, mentorship, internal mobility programs, and an employee stock ownership plan.
- • Regular team-building events and one annual day off to test and experience BlaBlaCar’s product firsthand.
Skills & Technologies
Senior
Remote
About BlaBlaCar
BlaBlaCar is a long-distance carpooling marketplace that connects drivers with empty seats to passengers traveling the same route, enabling cost-sharing and reducing carbon emissions. Founded in France, the platform operates in over 20 countries, facilitating millions of rides annually. It offers mobile and web apps for booking, secure payment, and user verification. In recent years, BlaBlaCar expanded into bus services and short-distance carpooling, broadening its mobility offerings while maintaining its core focus on shared, affordable travel.
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