Operations Project Manager - Customer Care

Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot , based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here ). Our journey: Founded in 2017 by Alexandre and Steve , Qonto has grown to 1,600+ Qontoers serving over 600,000+ customers across 8 European countries. We have been profitable since 2023, and we are just getting started. Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit. AI at Qonto: AI is deeply embedded in how we work ( here ) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it. ------------------------------------------------------------------------------------------------------ Join us as Operations Project Manager - Customer Care and help enable, accelerate, and empower Qonto's Customer Care teams to deliver maximum quality at the lowest cost possible. You'll own complex, cross-functional projects end-to-end — from diagnosis to confirmed field impact — working at the intersection of strategic thinking and hands-on execution, under the guidance of Minh-Hai Le , our Project Manager Lead in Operations. ➡️ What you'll do Own projects end-to-end: Scope the issue, size the impact, align stakeholders on expectations and timelines, structure delivery, and confirm post-launch that your KPIs were hit — and that no parallel metrics were degraded. Work across the entire ops ecosystem: Collaborate with CC agents, team leads, BPO factory heads, and transversal teams (legal, compliance, data, growth) depending on the project. Build PM skills across your team: Support teammates from varied backgrounds in developing project management capabilities, contributing to a shared learning culture. Maintain the impact you've shipped: Monitor and iterate on previously launched initiatives (~20% of your time) to ensure they keep delivering as designed. Stay close to production reality: Do one customer care ticket per week — understanding what CC agents live daily is non-negotiable in this role. ➡️ What we're looking for Hands-on ops or PM experience: You've spent 2–3 years in operations, project management, consulting, or a management role - fintech, banking, or consulting backgrounds are a plus. Strategic thinking meets impact accountability: You connect projects to business outcomes, articulate 360° impact (cost, compliance, CX), and stay accountable for results long after launch. Project leadership without formal authority: You've run complex, multi-stakeholder projects end-to-end - governance, dependencies, timelines - without relying on a reporting line to make things move. Data fluency and operational depth: You're comfortable with structured analysis and business modelling in Excel, Sheets, or SQL, and not afraid to deep-dive into processes or data to unblock delivery. AI-open mindset: You use or are genuinely curious about AI tools to work faster, think sharper, and make better decisions. ➡️ What we can offer you Full ownership, start to finish: You own initiatives all the way to field confirmation - you'll always know exactly what you shipped and whether it worked. Receptive, engaged partners: CC and BPO teams are genuinely collaborative - less friction, more execution. Fast iteration cycles: Ops projects move from scoping to delivery quickly - you'll learn and iterate faster here than in most teams. Real career optionality: Strong performance opens doors to PM roles across departments, factory team lead positions, or Product Manager tracks (e.g. AI tooling for customer ops). ➡️ Your future manager You'll report to Minh-Hai Le , Project Manager Lead in Operations. Minh-Hai's path goes from consulting to retail expansion strategy across Stockholm, London, and Brussels, to Qonto four years ago to build project management and AI tooling for Operations. Minh-Hai values high autonomy, stays close to the field (the team does one CC ticket a week), and favours direct communication and concrete impact over theory.