VP Customer Operations

Join WeWard, a fast-growing app that rewards users for walking and promotes a healthier lifestyle. As the VP of Customer Operations, you will be responsible for managing the entire user journey, from support to rewards, and turning user feedback into actionable improvements. You will lead three operational verticals: Customer Support, Customer Experience, and Wards & Anti-fraud Operations. This role requires a data-driven mindset, an engineering background, and a strong empathy for users. You will report directly to the co-founder and have the potential for an ExCom seat.

• Own the strategy across the 3 verticals of Customer Support, Customer Experience, and Wards & Anti-fraud Operations, defining a coherent roadmap with clear KPIs.
• Lead an aggressive AI-first agenda, prototyping, measuring, and shipping AI-driven solutions across all processes under your ownership.
• Manage and grow a hybrid global team, inheriting the Support team, building the CX squad, and coordinating Rewards' operations across functions.

You’re the perfect match if you have…

• **8+ years of experience** in customer operations, customer experience, support leadership, or operations roles in a high-scale **B2C** environment — ideally consumer mobile, marketplace, fintech, or commerce.
• **An engineering background, or an engineering mind.** You think in systems, processes, and data flows. You can read a SQL query, understand an API integration, and challenge a tech roadmap. A formal engineering degree is a plus; an engineering mindset is non-negotiable.
• **An AI-first reflex.** You don’t “use AI sometimes” — you start every problem by asking what an agent or model could do, and you design human-in-the-loop fallback rather than the other way around. You’ve already shipped AI-powered workflows in production, ideally on customer-facing operations.
• **Strong data fluency.** You’re comfortable owning KPIs, building dashboards, and defending trade-offs with numbers. You know what a retention curve looks like, and you’ve used data to challenge intuition (yours and others’).
• **Real empathy for users.** All the rigor in the world means nothing if you can’t feel what a frustrated user feels. You read tickets yourself. You answer some. You know your top irritants by heart.
• **Proven leadership.** You’ve built or scaled hybrid teams (internal + outsourced), made tough calls on people, and earned trust across Product, Tech, Data, and Finance.
• **Comfort with sensitive ops.** Payments, gift cards, fraud, user compensation — you’ve handled the messy, financial, regulated side of consumer operations.
• **Fluent in English -** You’ll work with international vendors, international teams, and write briefs in English daily.

🛠️ How this role is set up

• **Reports directly to Tanguy, co-founder.** Weekly 1:1, full access, full autonomy.
• **Potential ExCom seat.** You’ll join whenever the topic touches user perception, retention, fraud, or your roadmap
• **Cross-functional by design.** You’ll work tightly with Product, Tech, Data, Finance, Marketing, and Growth.
• **Based in Paris**, hybrid (2 days remote/week)

🏆 Our commitments

• **SUCCEED** — You'll join a team of passionate people who share values of ambition and determination.
• **TRUST** — We give you real autonomy, trusting you to reach your goals in your own way.
• **EXPLORE** — You'll grow in a culture that's constantly evolving and curious about what's next.
• **PROGRESS** — We'll support you through challenges, learn from mistakes, and move forward together.
• **SMILE** — And every day, you'll be part of a fun and positive environment where humor is always welcome.

🎁 What we offer

• ✈️ A global, mission-driven team with teammates in Paris, NY, London, Boston
• 🧘‍♀️ A healthy work/life balance (we walk the talk)
• 💡 Annual learning & dev budget (you grow, we grow)
• 🏠 Hybrid work, with 2 days of remote work per week
• 🏢 A (really, really) cool office in central Paris with snacks, a walking desk, and a huge Wardy hanging around