Senior Reporting Manager

hace 3 semanas

Barcelona, España TravelPerk A tiempo completo

**Location**: Barcelona

We are TravelPerk: a scaling unicorn valued at $1.3billion that has raised over $400m since our creation in 2015.

Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch and Deliveroo, our team is made up of A-players from across the travel and technology industries.

Over the past few years, we've been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We're revolutionizing the B2B corporate travel market—worth over $1.3 trillion— to connect people in real life in an enjoyable and sustainable way.

TravelPerk are innovators. During the last year we have welcomed and acquired the likes of Click Travel, NexTravel and Albatross to the team. From TravelCare, to FlexiPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal—and that's where you come in

If you're ready to take off with us, keep reading

We are looking for a Senior Reporting Manager to join the Customer Care team You will be accountable for ensuring that the Customer Care Leadership Team has the right data at the right time to understand issues in detail and make the right strategic decisions in its pursuit of a 7-star service to customers. You will provide a systematic review of our performance, driving for the right interpretation and calls to action, playing a decisive role in shaping our data-first culture.

**What you will do**:

- Define and document unequivocal definitions for the key performance indicators, aligning the needs of the different stakeholders involved
- Design, with the relevant stakeholders and decision-makers, the required dashboards to track performance, of both business-as-usual activities and specific projects
- Work with Tools and Data to structure and automate key reports and dashboards to monitor the business performance
- Work cross functionally with other teams including quality, training, workforce management and operations, to understand the voice-of-the customer data, recommend continuous improvements, and drive change
- Write regular business performance reviews including weekly and monthly updates and quarterly business reviews, interpreting the recent evolution and highlighting issues
- Perform deep-dive analysis on KPIs, to extract insights on underlying issues and challenge existing processes. Proactively contribute to the development of the overall customer experience including development/improvement of systems and data
- Ensure the data is kept true and consistent following product releases and updates to our tools
- Identify bottlenecks in data collection and sharing and work with stakeholders to define processes to make data available in a timely manner, including real-time where relevant
- Contribute to maintain a single source of truth by identifying potential inconsistencies and working with the Tools and Data teams to mitigate them
- Work closely with the Strategy function by helping to generate hypothesis and to build a fact-based to support decision-making
- Support other departments in Customer Care in setting up consistent dashboards and by sharing knowledge about the definitions and potential of our data
- Spearhead a culture transformation to place data as the driver of prioritization and decision-making across Customer Care
- Coach an Analyst to extend the capacity, reach and impact of the Reporting function
- Carry out supervisory and management responsibilities in accordance with the organization's policies and procedures
- Shape the direction of the team, keep them focused and motivated to deliver the right results in an ever-changing business environment
- Understand and demonstrate TravelPerk's core values and leadership principles

**What you will need**:

- Significant experience and seniority, gained over 7+ years of honing knowledge and skills in an operational reporting function
- Strong understanding of the operational dynamics and KPIs of a contact center
- Experience writing communications for middle and top management
- Strong business acumen with an ability to understand the direction and goals of the business
- Strong analytical problem solving skills to work with complex data and information an present findings, issues and recommendations in a clear and concise manner
- Business Intelligence knowledge and experience with Analytics tools (e.g. Looker, Tableau)
- Comfort working under tight deadlines and with limited or ambiguous information
- Ability to work independently, anticipate problems and suggest solutions
- Ability to communicate effectively, influence and drive change while building rapport and credibility quickly with all levels in the organization
- Relationship building skills as a collaborator, connector and networker
- Fluent written and oral communication in English
- Self-organized,

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