Operations Manager - Care

Joko is a tech company founded in Paris. Our team of over 80 talents is international and spread across offices in Paris, Barcelona and New York, or working remotely.

As a certified B Corporation, we are committed to making a difference in the lives of the communities we serve, including the 4 million consumers already using Joko to save money every day at over 7,000 merchants.

Over the years, we have quickly expanded our value proposition to enable consumers to make smarter shopping decisions through many features: cash back, buy now and pay later, automatic coupons, price drop alerts, carbon footprint tracking, and more. Today, we are dedicating significant resources to developing an AI-powered assistant that helps users find the right product based on their criteria for price, quality, or environmental impact from the global e-commerce catalog.

After reaching profitability in our core market, we are now expanding internationally with a primary focus on the US.

It’s still day 1; come build the future of shopping with us!

‍This position is remote-friendly.

Our mission is to make each of our users feel special by answering their requests quickly and in a personalized way. We are the voice of our users at Joko. All the decisions we make serve the satisfaction of our users, and we strive to provide the best customer service. We work closely with other teams to give our users the best experience possible when they contact us, and to ensure to provide agents with the right tools and processes to handle requests.

As an Operations Manager Care, you’ll play a key role in the smooth and efficient functioning of our day-to-day operations, collaborating across departments and ensuring our processes are optimized and scalable. You’ll have the opportunity to support company-wide initiatives and drive improvements across our operational workflows.

Your responsibilities:

• You will collaborate with multiple outsourcing partners and ensure they meet our performance standards. You will provide agents with the necessary training and maintain quality control over outsourced tasks.
• You will be the voice of our customers internally. You analyze and aggregate their feedback made through tickets to share them with the right team, and push for action.
• You contribute to improving our processes, including auditing, training, and knowledge management.
• You will work together with our Data and Business Operations team to leverage technology and tools that support efficient operations.
• You manage day-to-day operations, ensuring consistency, accuracy, and efficiency in processes across departments.
• You track performance through key metrics and KPIs

• Experience: 2+ years in operations management or a similar role within a fast-paced environment. Experience managing outsourced teams is a plus.‍
• Operation mindset: You have a passion for Operational excellence and take pride in delivering ever-better results.‍
• Analytical: Data-driven with experience in monitoring KPIs and using data to drive decisions.‍
• Mindset: You deeply care for others, are curious and detail-oriented. You know your subjects inside out.‍
• Problem-Solver: Proactive in identifying and resolving operational challenges, continuously looking for ways to improve processes.‍
• Languages: You are native in French and fluent in English both written and spoken, as we are expanding internationally.