Operations Project Manager - Customer Care

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.