Customer Operations - Optimization Manager
Barcelona, Spain
hace 6 días

What you will do

As a member of the Strategic Projects and Operational Excellence team, you will contribute to :

  • Monitor strategic projects to enhance B2B / B2C satisfaction
  • Challenge current way of working, identify process inefficiencies and focus on continuous improvement, notably through automation
  • Provide efficient tools to support key business processes
  • Manage Internal Support Team in charge of collecting, prioritizing, escalating and following-up on all bugs & suggestion from users and employees
  • Ensure a high level of satisfaction of internal and external customers
  • 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.


  • 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 B2B & Operations teams (Sales, B2B&B2C Customer Service, Quality & Compliance, Finance, B2B Marketing ) to collect needs & constraints
  • Understand, challenge and address them : 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 (B2B analytics, Sales & Service Ops central teams, local sales teams, Customer Support, B2B / B2C Product teams, Marketing...)
  • Support stream leaders 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
  • Who you are :

  • Master's Degree of a top Business or Engineering School
  • 5-8 years experience in consulting or project management in a fast-paced and international environment (ideally on business strategy, operational excellence or performance steering)
  • Problem solver, process oriented, ability to foster team spirit and performance
  • Excellent organization & time management
  • Data lover and good excel skills (SQL is a plus)
  • 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
  • Previous experience with Salesforce is a plus
  • Fluent in spoken and written English & Spanish, French would be a strong plus
  • The position is based in Barcelona, with occasional trips to other offices worldwide

    What we offer :

  • Permanent contract
  • Competitive fixed salary
  • Ticket Restaurant
  • 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)
  • LI-SA1

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