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Operations Team Leader

Permanent contract
Barcelona
Salary: Not specified
No remote work
Experience: > 2 years
Education: Master's Degree

TheFork
TheFork

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The position

Job description

TheFork, part of Tripadvisor group, is the leading online restaurants booking platform in Europe and Australia. We are present in +12 countries with 60 000 partners restaurant in a mission to bringing happiness through amazing dining experiences. Creator of a unique model that has disrupted the restaurant industry, we put innovation at the heart of our ambitious growth.                                           

Thanks to TheFork (app/web), millions of diners can easily discover, book and pay the right restaurant at the right price, and thousands of restaurants owners benefits from our solutions to optimise reservation management, streamline operations and ultimately improve service and boost revenue.

As a Quality, Compliance & Fraud Team Leader, you will guide your team to improve our customer satisfaction while reducing the fraud generated by restaurants and users. You will manage a team of specialists and their daily tasks in collaboration with Sales, Customer Operations and Product teams of the group.

What you will do:

  • Manage a team of QC&F Specialists
  • Manage and prioritize efforts & projects to reduce the irritants generated by and to b2c & b2b users (diners & restaurants), by efficiently running and coordinating global projects.
  • Run existing fraud projects to detect and catch b2b & b2c fraudsters.
  • Lead analysis and manage projects focused on Customer Satisfaction & Fraud, in order to measure performances, help improving processes, or increasing agents' productivity
  • Provide insights and analytical support to different stakeholders and the team to support effective business decision-making
  • Scale processes/projects
  • Build strong relationships with other departments and countries of the group

Manage and develop your team:

  • Adjust specialists skills and dispatch tasks based on service needs per specialist at any time.
  • Ensure the team performs according to internal guidelines in terms of performance and customer focus.
  • Build a strong team with high morale and engagement.
  • Weekly 1to1 meetings with agents in your team.
  • Trouble-shooting for agent issues.
  • Responsible for communicating events/team news to the team.

Manage internal stakeholders:

  • Provide inputs to the Quality, Compliance & Fraud Manager on potential improvements within the department, escalation on feedback and review on team performance and needs.
  • Prepare monthly reports on the KPIs of the department

Who you are: 
  • Bachelor degree, with 2 years in operations or similar, and first experience in management.
  • Data lover with excellent Excel as a prerequisite (SQL is a plus)
  • Excellent analytical skills involving data analysis, leading to business recommendations
  • A great team player able to work effectively with different international teams
  • Proactive with ability to work independently in a fast-paced environment
  • Excellent communicator and facilitator with good spoken, written and presentation skills
  • English and Spanish fluent

What we offer 

  • 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

#LI-TM1

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