Global Operations Strategy Director

thefork

Barcelona, Spain

hace 4 días

What you will do

Develop, roll-out and monitor, medium & long-term strategic & scalable projects which enhance satisfaction of our B2C and B2B users

Manage a team of managers with more than 200 employees across the globe including B2B / B2C customer care, knowledge and content, and internal support.

Manage internal and external contact center facilities

Challenge current way of working, identify process inefficiencies and focus on continuous improvement, notably through automation

Provide efficient tools to support key business processes where needed

Ensure a high level of satisfaction on all projects

Demonstrate 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 excellence

Analyze data, benchmark best practices & solutions, provide competitive & technological watch to identify key areas of improvement

Work closely with local and central teams to collect needs & constraints

Understand, challenge and address identified needs : sit with business teams, analyze root causes and identify optimizations, design new processes and roll-out plans

Take part to strategic / large-scale projects to ensure their success and maximize business impact :

Participate to projects design and results monitoring / analysis

Facilitate coordination with various stakeholders

Support and Lead streams with analysis, meeting / workshops preparation & animation

Solve problems and escalate to business leaders when needed

Strengthen & scale project management, change management & knowledge sharing practices within the company

Provide internal teams with optimal onboarding and support, to maximize operational efficiency

Drive change management initiatives to ensure new processes / tools / best practices adoption and increase communication and knowledge sharing

Represent the voice of the customer : btb (restaurants) & btc (users)

Who you are

Master's Degree as well as a top Business or Engineering School

8 - 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 Managers

Contact Center optimization and organizational experience

Technical expertise in customer care and client strategy

Experience reporting directly to C-Suite roles and understand expectations

Problem solver, process oriented, ability to foster team spirit and performance

Excellent organization & time management

Data 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 player

Fluent 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 contract

Competitive fixed salary, bonus and equity

Lunch vouchers

International working environment

Compensation for practicing sports in any gym in Barcelona

Interesting discount in private health insurance

Dining and leisure area + terrace

Coffee point on each floor with coffee and tea for free

Well-being activities and benefits (massages, fresh fruit, free snacks, team building events, etc.)

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