Senior Business Operations Manager

.At the heart of **Brigad**, there is the idea that everyone should have the opportunity to pursue their passion by being valued, considered and above all, free. This includes finding fulfilment in your work and career, being able to balance it with your personal life, being fairly compensated and being respected.

Brigad is proud to give to thousands of **talents** today, and millions tomorrow, the means to achieve this lifestyle, and we believe so firmly in our mission **“To value work and make it accessible to all”** that we have written it into our mission statement.

Since **2016**, this ambition has materialised by providing our users with the best app on the market allowing self-employed professionals and catering establishments to be put in contact for specific missions.
- ️ Our **users** are right, giving Brigad an NPS of 77/100 out of 5000 responses, and sharing how Brigad changed their lives

If originally Brigad deployed itself in the catering (restaurants, collective catering) and healthcare sectors (care homes and clinics), tomorrow, even more sectors will be concerned: everywhere talents aren’t equipped to pursue their passion while **being properly considered and free**.

Brigad is currently available in the largest cities in France (Paris, Lille, Lyon, Bordeaux, Marseille, Strasbourg..) and in the UK (London, Manchester, Birmingham ), with the ambition to expand well beyond in **France and Europe**.

Exciting challenges are waiting for you: expect to discover new countries in which Brigad will expand, new industries, a top-notch product, a fast-paced development, and above all a solid team united around a truly concrete and positive impact on our daily users’ lives. A spirit that can also be found on Glassdoor and the grade of **4.6/5.**
- **Your mission**

As a member of the Business Operations team, you will help the VP Customer Experience (VP CX) scaling her teams (Talent Onboarding team & Customer Care team).

Your mission is to optimize global tools and processes, to help those teams focusing on their core work. This role reports to the **Head of Business Operations**, and works closely with the** VP Customer Experience.**
- **Your responsibilities**
- ** Analyze proactively teams’ KPI & Metric** and do** recommendations **to the VP CX. Your mission is to propose creative solutions to solve bottlenecks in our business processes, that could be solved either by new tools or new processes
- **Manage projects** aiming to scale the Onboarding and the Customer Care teams. Those projects can be various, from analysis, to tool implementation. You will work with various stakeholders (tech, data, Ops, product, etc.)
- **Your first project will be to lead the implementation of our CRM Talent side (freelancers)**:audit of our existing CRM, propose recommendations and implement new features.
- **Work closely with the data team to provide key data to the Onboarding and Customer Care teams**:determine needed operational dashboards, detect abnormal KPIs evolutions, work with data engineering to implement new data sources, etc.
- **Be in charge of first trainings on your project**:when launching a new feature or a new tool, onboard managers to transform them into project promoters, provide clear and simple first trainings and brief the Enablement manager who will provide next trainings
- **Work closely with the Marketing, Product, Data and Sales teams**:make sure no-one is working on silos on Business Operations projects
- **Become the point of contact for the Onboarding & Customer Care teams when they have questions about processes or tools**:On the top of long term projects, answer teams and managers’ questions
- **If you have...**
- ** At least 5 years of experience,** with a minimum of 5 years in either Business/Sales Operations or Consulting. You have already worked on projects concerning Customer Care processes and tools. You have an experience in a marketplace start-up or scale-up.
- **Strong understanding of CRM processes and tools. **You have already implemented a CRM, or at least new functionalities of an existing CRM. Ideally Hubspot or Salesforce
- **Proven experience in project management with transversal teams **(C-levels, marketing, product, data and sales teams) and with a strong change management dimension
- **Analytical skills**:very good knowledge of Excel and data crunching is a must. Knowing SQL is a strong plus, you are at least not afraid to learn fast about it
- **Both thinker & doer **:strong analytical skills but also the ability to implement processes or tools by yourself
- **Creative problem solver**:ability to detect issues and imagine creative solutions with limited resources
- **Curious & learning mindset**: you love to learn and have a 360° view of a business
- **Good communication skills**, oral and written
- Ability to **work independently **by prioritizing effectively
- **French** and professional **English**

Beautiful offices in the heart of Paris (S