Customer Operations Area Manager

TheFork, part of Tripadvisor group, is the leading online restaurants booking platform in Europe and Australia. We are present in +12 countries with 60 000 partners restaurant in a mission to bringing happiness through amazing dining experiences. Creator of a unique model that has disrupted the restaurant industry, we put innovation at the heart of our ambitious growth. Thanks to TheFork (app/web), millions of diners can easily discover, book and pay the right restaurant at the right price, and thousands of restaurants owners benefits from our solutions to optimise reservation management, streamline operations and ultimately improve service and boost revenue. We are looking for an experienced Customer Care Area Manager to cover maternity leave. Within this role you will be responsible for ensuring the success and growth of our Customer Care organisation ensuring a high level of performance and customer satisfaction. You will need to be a critical thinker that is able to go the extra mile and challenge the status quo of our organisation. **Your role within the Customer Operations team** Overall, the mission of the Customer Care team is to help and delight clients (B2B, B2C and internal), find the root causes of issues, scale, feed central business with feedback and add value to each contact. As an Area Manager of the Customer Care team, you will contribute to: - Challenge current way of working, identify process inefficiencies and focus on continuous improvement. - Manage a group of Line Managers who will be in charge of the Customer Care Specialists. - Be the main point of contact and represent your team's interests in the relationships with central teams (CRM, Marketing, ) and local teams (Country Manager, Sales, Account Managers, ) - Ensure a high level of customer satisfaction and quality of service 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** - Lead and empower your team to ensure company objectives are delivered. - Responsible for the team service levels, productivity and quality. - Monitor Customer Service KPIs at agent, country and company level for monthly reporting. - Liaise with local & central teams for daily operations: CRM, local planning, marketing, legal & partnerships - Liaise with other departments (Sales, Cash collection, etc ) to improve collaboration & processes - Liaise with countries leadership to agree on service level, provide feedback, present results, and meet other local needs - Escalate user insights, feedback on new features, suggestions to the product and engineering teams. - Ensure that Customer Care projects (Internal support, optimization projects...) are aligned with business needs and reflected & managed in our OKRs. - Communicate process & global initiatives in a constructive, effective and scalable manner. - Ensure extensive reporting of results and communicate insights to support decision making **Requirements**: - 4-5 years experience in team & project management in an international customer care environment - Fluent in both Spanish & English (spoken & written) - Ability to establish trusted relationships across organizational boundaries and influence without having direct authority. - Ability to work in an ambiguous, changing environment. - Ability to think strategically and manage internal and external factors when identifying problems, proposing solutions, and making decisions. - Excellent verbal and written communication, organizational, problem-solving, critical thinking, analytical, and stakeholder management, with excellent attention to detail. - Proven experience as a trusted team player - Knowledge of collaboration tools (Google spreadsheets, Google slides, Slack, Microsoft Teams, etc.) and Salesforce are a plus The position is based in Barcelona (Spain) **What we offer** - Permanent contract - Competitive fixed salary with an attractive bonus scheme - Ticket Restaurant - International working environment - Compensation for wellbeing/sports/lifestyle - Private health insurance 100% covered by us - Flexible Working Policy - Dining and leisure area - Coffee point on each floor with coffee and tea for free LI-AK1