Part of the Tripadvisor group since May 2014, TheFork is a collection of more than 80,000 restaurants in 22 countries : Spain (eltenedor.
es), France (lafourchette.com), Switzerland (lafourchette.ch), Belgium (thefork.be), Italy (thefork.it), The Netherlands (thefork.
nl), Brazil (thefork.com.br), Portugal (thefork.pt), Sweden (thefork.se), Denmark (thefork.dk) and Australia (thefork.com.
au), Argentina (thefork.com.ar), Chile (thefork.cl), Colombia (thefork.com.co), Mexico (thefork.com.mx) Peru (thefork.com.
pe) Uruguay (thefork.com.uy), UK, Germany, Austria, Finland and Norway (Bookatable.com), with 20 million reviews, 29 million monthly visits and more than 22 million mobile app downloads.
Your role within the TheFork Organization : Reporting to the COO of thefork Group, you would be in charge of the creation and implementation of a strategic vision for global operations.
You would also be responsible for the continuous optimization, scaling and managing of our global operational infrastructures and processes whilst maintaining or increasing satisfaction among those affected.
What you will do : Develop, roll-out and monitor, medium & long-term strategic & scalable projects which enhance satisfaction of our B2C and B2B usersManage a team with more than 200 employees across the globeManage internal and external contact center facilitiesChallenge current way of working, identify process inefficiencies and focus on continuous improvement, notably through automationProvide efficient tools to support key business processes where neededEnsure a high level of satisfaction on all projectsDemonstrate notable efficiencies in all projects You will join an agile and 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.
Your missions : Challenge everything and thrive for operational excellenceAnalyze data, benchmark best practices & solutions, provide competitive & technological watch to identify key areas of improvementWork closely with local and central teams to collect needs & constraintsUnderstand, challenge and address identified needs : sit with business teams, analyze root causes and identify optimizations, design new processes and roll-out plansTake part to strategic / large-scale projects to ensure their success and maximize business impact : Participate to projects design and results monitoring / analysisFacilitate coordination with various stakeholders Support and Lead streams with analysis, meeting / workshops preparation & animationSolve problems and escalate to business leaders when neededStrengthen & scale project management, change management & knowledge sharing practices within the companyProvide internal teams with optimal onboarding and support, to maximize operational efficiencyDrive change management initiatives to ensure new processes / tools / best practices adoption and increase communication and knowledge sharingRepresent the voice of the customer : btb (restaurants) & btc (users) Who you areMaster's Degree as well as a top Business or Engineering School8 - 12 years experience in consulting or project management in a fast-paced and international environment (ideally on business strategy, operational excellence or performance steering)2-4 years experience being a Manager of ManagersIdeally you have experience reporting directly to C-Suite roles and understand expectationsProblem solver, process oriented, ability to foster team spirit and performanceExcellent organization & time managementContact Center optimization and organizational experience would be a plusData lover and excellent excel skills 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 playerFluent in spoken and written English & Spanish, French or another european language would be a strong plus The position is based in Barcelona, with trips to other offices and External vendors worldwide required.
What we offer : Permanent contractCompetitive fixed salaryTicket RestaurantInternational working environmentCompensation for practicing sports in any gym in BarcelonaInteresting discount in private health insurance Dining and leisure area + terrace Coffee point on each floor with coffee and tea for freeWell-being activities and benefits (massages, fresh fruit, free snacks, team building events, etc.)#LI-SA1