→ 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, 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