Operations Manager, Care Operations

OverviewAt Joko, we help consumers shop smarter. Our mission is to revolutionize shopping, empowering people to find what they need, make informed decisions, and save money.Founded in Paris, Joko is a tech company and certified B Corp with over 80 talents across Paris, Barcelona, and New York (and beyond). More than 5 million users already save money every day at 10,000+ merchants with Joko.From cashback and automatic coupons to price alerts and carbon tracking, we keep expanding our products to make shopping smarter. We’re now building an AI-powered shopping assistant to help users find the best products by price, quality, and impact.Having reached profitability in our core market, we’re now scaling globally, with a strong focus on the US.It’s still day 1, come build the future of shopping with us This position is remote-friendly. 💚 Care Operations — RoleOur Customer service and Care Operations team ensures that every user interaction with Joko is handled with accuracy, fairness, and care. We play a critical role in building trust with our users and protecting both their experience and Joko’s operations. ResponsibilitiesWe are the voice of our users and a key contributor to Joko’s operational and product strategy. Beyond processing tickets or claims, Care Operations team is responsible for identifying friction points, risks, and inefficiencies in user journeys; feeding actionable insights back to internal teams; ensuring our operations scale with high standards of quality, consistency, and efficiency; delivering an excellent user experience while continuously improving our tools, processes, and ways of working. What You Will DoWe’re looking for an analytical and impact-driven Operations Manager to join our Care Operations team and own one of our key scopes: Care or Fraud & Claims.You will own your scope end to end, lead complex operational initiatives, and improve quality, efficiency, and user trust. You will design scalable, data-driven solutions while working closely with internal teams and external partners.Across Both Scopes, You WillDefine, track, and analyse operational KPIs to identify trends, root causes, and improvement opportunitiesLead cross-functional operational projects, from process audits to tooling, automation, and trainingManage outsourcing partners (BPOs): define performance standards, track KPIs, drive quality improvements, and address performance gaps Scope ExamplesYour exact scope will depend on your background and company priorities. Example missions include:Care OperationsTurn user feedback and ticket analysis into actionable insights and drive impact with Product, Tech and Marketing teamsScale Care operations through process, tooling, and training improvementsFraud & Claims OperationsAnalyze fraud signals, claims data, and operational metrics to identify risks and inefficienciesLead initiatives to strengthen controls, automate workflows, and improve scalability This role is ideal for someone who enjoys building and scaling operations in complex environments, combining rigour, analytical thinking, and empathy to deliver reliable and high-quality outcomes. Who We’re Looking ForExperience: 2+ years in operations, operations management, or a similar role in a fast-paced environment. Experience working with or managing outsourced teams (BPOs) is a strong plus.Operational Excellence: You have a strong operations mindset and take pride in building reliable, scalable, and high-quality processes.Data-driven: You are comfortable defining, tracking, and analysing KPIs, and using data to make decisions and prioritise improvements.Ownership: You take end-to-end ownership of complex operational topics, proactively driving solutions and ensuring high standards through execution, follow-up, and continuous improvement.Problem solving: You enjoy identifying and resolving operational challenges, continuously looking for ways to improve processes.Analytical & tooling skills: You are comfortable working with complex datasets and operational tools to investigate issues, identify patterns, and support operational decisions.User-centric: You care deeply about users and operational teams, and use empathy to improve processes, quality, and overall trust in our operations.Languages: You are native in French and fluent in English both written and spoken, as English is our internal working language at Joko. PerksAt Joko, we believe that flexibility and trust are essential. Our work environment reflects this through:Flexible remote (only to specific fully remote positions): If you live in Paris, you can choose to work from our office or from home with no constraints. If you live elsewhere, we can provide access to a coworking space and a coworking budget.Work from anywhere (full-time only): Want to spend a month in Italy while working? Full-time employees can work from most countries in the world for up to 3 months per year.On top of that, we offer plenty of perks (some for everyone, others only for full-time positions):🇺🇸 After 4 years, spend one month in our New York office🌴 Yearly offsite in amazing locations and budget for team-building events & quarterly in-person gatherings💪 Contribution to your ClassPass subscription🍼 8-week paid parental leave…and much more, check the full list here Hiring processIntro call: Quick screening with the Hiring Manager or a recruiter.Step 1 – Team interview (45 min): Conversation with two Joko team members (could include the Hiring Manager, people from the team you’d join, or colleagues from other teams).Step 2 – Role-specific assessmentsFor non-tech roles: Take-home case study followed by a 45 min debrief. We assess both your output and how you think in real time. The exercise will be relevant to the role (e.g. analysis, strategy, or process design).For tech roles: Live technical interviews: Coding interview + System design interviewFor research internships, an additional round may involve analyzing and presenting a research paperStep 3 – Founders interview (45 min): Conversation with two of our founders.References: Up to five calls with former colleagues or managers. ☕ You may also be invited for coffee with team members to get a feel for our culture. #J-18808-Ljbffr