Operations Manager

At Hublo, **we believe in the power of technology to transform the healthcare sector**. We envision a world where healthcare facilities are not just buildings, but thriving environments that inspire and support our healthcare professionals. To achieve this vision, we must first address the pressing need for healthcare facilities to recruit and maintain adequate staffing levels.

This is why Hublo developed a digital platform dedicated to them, now deployed in **5000+ healthcare facilities** and used by **1 000,000+ healthcare professionals.** At the end of 2021, Hublo raised **22M€ to become the leading HR SaaS solution for healthcare in Europe.**

**Your role**:
As an **Operations Manager - User Experience & Delivery**, you’ll be in charge of **scaling, optimizing and structuring** all user-facing operations across Hublo’s support ecosystem.
You’ll work at the core of our delivery engine — managing flows, tools, processes, and vendors — to ensure that **every user interaction is smooth, fast, and impactful**.

This is a cross-functional leadership role, working closely with Product, Customer Success, Tech and Strategy teams to drive operational excellence and sustainable growth.

**Your mission**:
**1️⃣ Lead and grow your team**:

- Manage a team of Care Specialists (internal + external) with a strong coaching and performance mindset.
- Hire, onboard, and develop talent within the team.
- Set clear goals, give regular feedback, and handle performance issues when needed.
- Build a culture of accountability, continuous improvement, and user obsession.

2️⃣ **Run world-class operations**
- Own daily support operations and team performance (Zendesk, SLAs, etc.).
- Track and improve key metrics (First Reply Time, Resolution Time, CSAT).
- Manage escalations with confidence and empathy.
- Ensure quality and consistency across internal and outsourced support teams.

3️⃣ **Scale processes and tools**
- Streamline and document workflows to reduce friction and save time.
- Build and improve automation (self-service, AI, macros, FAQ).
- Own our support stack (Zendesk and beyond), and lead new tool implementations.
- Build scalable systems to support rapid company growth without compromising quality.

4️⃣ **Drive cross-functional impact**
- Gather and relay user insights to Product and Tech teams to influence the roadmap.
- Align Care priorities with business objectives (e.g. onboarding, retention, NPS). Act as a connector between front-line support and strategic decision-making

**Why this role matters ?**:
At Hublo, support is not just about solving issues : it’s about designing an experience users remember.

As an **Operations Manager - User Experience & Delivery** you’ll shape how thousands of healthcare professionals interact with our product day in, day out. You’ll ensure they feel heard, helped, and empowered.

Your work will reduce friction, increase loyalty, and create the foundation for long-term growth. This is an operational leadership role with real impact, and even bigger potential.

**What we're looking for**:

- 5+ years in **Support / Operations / Customer Experience roles** in a tech or SaaS environment.
- 2+ years of **team management experience** (you’ve built and grown a team).
- Strong leadership and coaching skills: you help people level up.
- Proven experience scaling support operations and implementing automation.
- Data-driven and action-oriented: you use numbers to make decisions, not to decorate slides.
- Comfortable working cross-functionally with Product, Tech, Sales, and Customer Success.
- Fluent in English and French.

**The experience we offer**:

- **Impact-first mission**: our focus on the healthcare sector offers a purpose-driven career.
- **Competitive compensation**: a total salary package (fixe + commissions) ranging from **60k to 70K€ OTE**per year based on your experience.
- **Professional growth**: a dynamic, human-scale structure that values initiative and dedication.
- **Responsible work environment**: we are B-Corp certified, acknowledging our commitment to continuously grow and improve as an environmentally and socially responsible company.
- **Dynamic locations**: our vibrant office on Rue de Paradis provides an inspiring setting.
- **Hybrid work policy**: flexible work arrangement—up to 10 remote days a month.
- **Strong onboarding**: a comprehensive program, guiding you through your initial weeks at Hublo.
- **Team cohesion**: build strong connections with colleagues through regular team events and an annual seminar, ensuring a connected and collaborative work environment.
- We also care about your well-being with tangible perks:_
- ️ **Benefiz** healthcare insurance**: 70% of it paid by Hublo
- **A Swile Card**: Providing you with access to €11/day in meal vouchers, 50% covered by the company
- ️‍️ Access to a **variety of sports activities** through our partner Gymlib
- A **Forfait Mobilités Durables**: giving access to €520/annual for your bike, your navigo/veligo/v