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 4 million users already save money every day at 7,000+ 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 usThis position is remote-friendly.💚 Our Customer serviceOur mission is to make each of our users feel special by answering their requests quickly and in a personalized way. We are the voice of our users at Joko. All the decisions we make serve the satisfaction of our users, and we strive to provide the best customer service. We work closely with other teams to give our users the best experience possible when they contact us, and to ensure to provide agents with the right tools and processes to handle requests.🎯 What You Will DoAs an Operations Manager, you’ll play a key role in the smooth and efficient functioning of our day-to-day operations, collaborating across departments and ensuring our processes are optimized and scalable. You’ll have the opportunity to support company-wide initiatives and drive improvements across our operational workflows.Your responsibilities:You will collaborate with multiple outsourcing partners and ensure they meet our performance standards. You will provide agents with the necessary training and maintain quality control over outsourced tasks.You will be the voice of our customers internally. You analyze and aggregate their feedback made through tickets to share them with the right team, and push for action.You contribute to improving our processes, including auditing, training, and knowledge management.You will work together with our Data and Business Operations team to leverage technology and tools that support efficient operations.You manage day-to-day operations, ensuring consistency, accuracy, and efficiency in processes across departments.You track performance through key metrics and KPIs👀 Who We're Looking ForExperience: 2+ years in operations management or a similar role within a fast-paced environment. Experience managing outsourced teams is a plus.Operation mindset: You have a passion for Operational excellence and take pride in delivering ever-better results.Analytical: Data-driven with experience in monitoring KPIs and using data to drive decisions.Mindset: You deeply care for others, are curious and detail-oriented. You know your subjects inside out.Problem-Solver: Proactive in identifying and resolving operational challenges, continuously looking for ways to improve processes.Languages: You are native in French and fluent in English both written and spoken, as we are expanding internationally.💎 Our perksAt Joko, we believe that flexibility and trust are essential. Our work environment reflects this through:Flexible remote: 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.Work from anywhere: 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 yearOn top of that, we offer plenty of perks (some for everyone, others only for full-time positions):A budget for remote work equipmentA Swile card for meals (if you are based in France)Frequent team events and in-person gatherings every quarter 🎉Premium health insurance (Alan Blue, in France) → full-time onlyA ClassPass subscription to stay in shape wherever you are → full-time only…and much more, check the full list🤝 Our 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