Senior Operations Manager - Customer Care Enablement, TheFork a TripAdvisor company

Welcome to our fabulous world. 🍴We are TheFork . Our mission is to bring happiness through amazing dining experiences, thanks to our 3 main products : 

📱 TheFork App : the restaurant discovery and booking app for every occasion

🖥️ TheFork Manager : the tool to digitize restaurant operations and be in full control of your business

💳 TheFork Pay & gift cards : the new and amazing dining payment experience

Creator of a unique model that disrupted the restaurant industry 15 years ago, we are now the leading dining platform across Europe and Australia. We are experiencing an exciting period of growth, and we need the greatest folks onboard. Together, we will make our wildest dreams come true! We strongly believe that our mission can only be achieved if we also bring happiness to our working environment. We do this by providing a flexible, multicultural  and positive environment where each individual has the space to grow.

We nurture this happy culture through our core values : We are better together -  We act like an owner - We genuinely care for our users and customers - We believe in transparency - We never stop learning - Speed wins

Oh! And we are also part of the big Tripadvisor family ❤️

With love,

Your future buddies, the Forkies

You will be joining our Global Customer Care Operations team

We are looking for a Senior Customer Care Enablement Manager reporting to the Director of Operations in charge of continuously optimizing our operations, tools and processes while increasing both internal and external customer satisfaction.

What will you do:

You will join an agile & dynamic team, in a fast moving scale-up environment and will take part in an international organization that values strong execution, sharing and growing together.

As a member of the Customer Care Operations team, you will take part to strategic / large-scale projects while ensuring support to Customer Care Delivery teams and Central Operations.

• Be data driven and analyze Customer Care metrics, and monitor main business KPIs to present to company executives
• Lead and manage the end-to-end process of our Customer Care Enablement Operations teams where autonomy, self-management, proactivity and thinking outside the box are key attributes
• Manage and lead the real time analyst, knowledge, content, special mission teams while supporting the Customer Care Delivery teams (≈30 people)
• Refinement and improvement of KPIs and relevant customer centric metrics (e.g.CSAT)
• Drive transformational initiatives, identifying and implementing improvements in customer experience, reducing unnecessary interactions and improving the quality of interactions
• Leverages the team by sourcing and nurturing ideas, and rolling them into the creation of improvement plans for the functional area
• Build partnerships with other departments, such as Product & Engineering, Revenue Operations, Sales & Service Operations, HR...

Who you are:

• Master's Degree of a Business or Engineering School
• 3+ years experience in Management consulting or project management in a fast-paced and international environment or 5+ years in customer-facing service and operations
• Problem solver, process oriented, ability to foster team spirit and performance
• Excellent organization & time management
• Data lover and excellent business modeling skills
• Ability to work independently, as well as part of a team, on multiple projects
• Ability to establish trusted relationships across organizational boundaries and influence without having direct authority
• Required soft skills: results-driven, strong analytics, excellent communication skills, proactive, curious and able to adapt in a moving environment, humble and eager to learn, team player
• Fluent in spoken and written English and able to communicate in Spanish
• Position is based in Barcelona (Spain)

What we offer you:

😄 An awesome team (not everybody like our jokes, but we try our best)

🏠 A Permanent contract (that can be useful in life)

⚖️ Flexible working environment (2 days home office per week)

💸 Competitive fixed salary, bonus and equity (yes, equity!)

🍕 Lunch vouchers available for each working day (because yes, we like to try our best restaurants)

🌎 International teams - More than 30 nationalities and 16 offices worldwide

🏳️‍🌈 Highly inclusive working environment

🤸‍♀️ Lifestyle benefits that can be used to reimburse physical, leisure activities, family support, travel etc

🎓 Continuous learning and development programs (with full access to LinkedIn Learning!)

😌 Free access to the Calm app

⏳ A program dedicated to help you have the best work/life balance

🏥 Health insurance fully covered by the company

👩‍🦽 Life Insurance and Disability at no cost to the employee

🍴 Amazing offices with dining, coffee point on each floor, and leisure area

🎤 Team building events (we love karaoke. A lot. A lot.)

We believe that we are better together, and at TheFork we welcome you for who you are.  Our workplace is for everyone, as is our people powered platform.  At TheFork, we want you to bring us your unique perspective and experiences, so we can collectively keep disrupting the restaurant industry and go from good to great.

#LI-TM1