Part of the Tripadvisor group since May 2014, TheFork is a collection of  more than 80,000 restaurants in 22 countries: Spain (eltenedor.es), France (lafourchette.com), Switzerland (lafourchette.ch), Belgium (thefork.be), Italy (thefork.it), The Netherlands (thefork.nl), Brazil (thefork.com.br), Portugal (thefork.pt), Sweden (thefork.se), Denmark (thefork.dk) and Australia (thefork.com.au), Argentina (thefork.com.ar), Chile (thefork.cl), Colombia (thefork.com.co), Mexico (thefork.com.mx) Peru (thefork.com.pe) Uruguay (thefork.com.uy), UK, Germany, Austria, Finland and Norway (Bookatable.com), with 20 million reviews,  29 million monthly visits and more than 22 million mobile app downloads.

We are always looking for passionate, data driven, user oriented and humble colleagues, ready to change an industry.

Your role within the Customer Support Operations team

Overall, the Customer Support Operations team is in charge of continuously optimizing Customer Service tools and processes and increasing both internal and external customer satisfaction.

What you will do:

As a member of the Strategic Projects and Operational Excellence team, you will contribute to:

  • Monitor strategic projects to enhance B2B/B2C satisfaction
  • Challenge current way of working, identify process inefficiencies and focus on continuous improvement, notably through automation
  • Provide efficient tools to support key business processes
  • Manage Internal Support Team in charge of collecting, prioritizing, escalating and following-up on all bugs & suggestion from users and employees
  • Ensure a high level of satisfaction of internal and external customers

You will join an agile and dynamic team, in a fast moving “scale-up” environment and will take part in an international organization that values strong execution, sharing and growing together.

Missions

  • Challenge everything and thrive for operational excellence
    • Analyze data, benchmark best practices & solutions, provide competitive & technological watch to identify key areas of improvement
    • Work closely with B2B & Operations teams (Sales, B2B&B2C Customer Service, Quality & Compliance, Finance, B2B Marketing…) to collect needs & constraints
    • Understand, challenge and address them: sit with business teams, analyze root causes and identify optimizations, design new processes and roll-out plans
  • Take part to strategic / large-scale projects to ensure their success and maximize business impact:
    • Participate to projects design and results monitoring/analysis
    • Facilitate coordination with various stakeholders (B2B analytics, Sales & Service Ops central teams, local sales teams, Customer Support, B2B/B2C Product teams, Marketing...)
    • Support stream leaders with analysis, meeting/workshops preparation & animation
    • Solve problems and escalate to business leaders when needed
  • Strengthen & scale project management, change management & knowledge sharing practices within the company
    • Provide internal teams with optimal onboarding and support, to maximize operational efficiency
    • Drive change management initiatives to ensure new processes/tools/ best practices adoption and increase communication and knowledge sharing

Who you are:

  • Master's Degree of a top Business or Engineering School
  • 5-8 years experience in consulting or project management in a fast-paced and international environment (ideally on business strategy, operational excellence or performance steering)
  • Problem solver, process oriented, ability to foster team spirit and performance
  • Excellent organization & time management
  • Data lover and good excel skills (SQL is a plus)
  • Required soft skills: results-driven, strong analytics, excellent communication skills, proactive, curious and able to adapt in a moving environment, humble and eager to learn, team player
  • Previous experience with Salesforce is a plus
  • Fluent in spoken and written English & Spanish, French would be a strong plus

The position is based in Barcelona, with occasional trips to other offices worldwide

What we offer:

  • Permanent contract 
  • 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 + terrace
  • Coffee point on each floor with coffee and tea for free
  • Well-being activities and benefits (massages, fresh fruit, free snacks, team building events etc)

 

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