MAIN MISSION

As an Operations Manager, you will have a key role in the Customer Delivery team. The mission of this new team is to deliver our services to all our customers in the shortest possible time with the best experience possible.
Reporting directly to the Head of Customer and Production Delivery, you will be responsible for setting up the right processes and performance indicators for the team; you will be directly involved in building the Customer Delivery team.
You will be the point of reference on delivery issues and will work with all WTTJ teams.

MISSIONS

Tooling and process :

• Implement, challenge and maintain robust and optimized processes for delivering our solutions to our customers
• Ensure efficient tooling and process choices with the rest of our customer processes teams (business, marketing, product, customer care etc)
• Support, onboard and train the customer delivery team on processes and tools
• Ensure regular monitoring to guarantee continuous improvement of our operations

Performance :

• Develop and monitor KPIs for the team
• Produce accurate performance monitoring reports for the Customer Delivery team and WTTJ top management
• Build activity forecasts models in order to anticipate the load for the team and the possible decisions
• Analyze data and trends to be able to take strategic decisions

Organization and Strategy :

• Act as a true strategic partner for the team in key decision making
• Conducting ad-hoc analysis
• Ensure the strategic planning of the team
• Guarantee clear objectives for the team and ensure alignment with the rest of the company
• Oversee, challenge and co-construct the team’s budget
• Regularly monitor organizations, processes and trends in the field of onboarding and customer delivery in B2B SaaS

At Welcome to the Jungle, we are all coming from (really) different backgrounds, that’s our main strength!
We invite you to apply if you are motivated and interested in this employment environment and if :

• You have a strong analytical mindset and leverage data across all interactions
• You are very comfortable in fast paced environments
• You are concise, accurate and structured
• You are action-driven and have a strong business and operational awareness
• You are a team player and demonstrate good energy
• You are at ease in english

Welcome to the Jungle aspires to promote a positive social impact. Its mission includes paying particularly close attention to fostering diversity, inclusion and equality within teams as well as within its community.

• Step 1: Visio interview with Faustine, Talent Acquisition Specialist (around 30 minutes)
• Step 2 : Visio interview with Anne-Claire, Head of Customer and Production Delivery & Faustine, Talent Acquisition Specialist (around 45 minutes)
• Step 3 : Visio interview with Adrien, Head of Sales (around 45 minutes)
• Step 4 : Visio interview with Camille, General Manager (around 45 minutes)