Customer Succes Manager

hace 1 semana

Barcelona, España Ops Hub A tiempo completo

**About Ops Hub**

Ops Hub is a structure specialized in setting up and managing multilingual support & concierge teams for ambitious digital services. We support startups and scale-ups in the **operational execution** of their projects: recruitment, processes, quality, performance - we handle everything so they can focus on the product.

**The project you'll be working on?**
Making a 24/7 personal assistant accessible to everyone, through a simple, seamless and intelligent app.
Behind that promise lies a **powerful operational machine**.
Today, we operate through **2 call centers** (Tunisia, Madagascar), with a **3rd site currently being integrated**, covering **6 active languages** (FR, EN, IT, ES, PT, DE), with over **80 agents** - and a projection of **500 agents by the end of 2025**.

**Description du poste**:
**Your Role**

As a **Customer Success Manager**, you are the **cornerstone of Ops Hub's performance**.
You operate at the intersection of production, quality, staffing and operational oversight, making sure everything runs smoothly, performs well, and scales fast.
This is a **strategic and operational role**, at the **heart of the engine**: you identify bottlenecks, propose action plans, monitor KPIs daily, lead internal teams and coordinate with external partners.
You are simultaneously an **analyst**, a **manager**, a **hands-on operator**, and a **short-term strategist**.

**Your Main Missions**

**Performance & Monitoring**
- Monitor **daily production KPIs** (productivity, success rates, delays )
- Conduct **root cause analysis** on performance drops and formulate **corrective actions**:

- Coordinate priorities, escalate alerts, adjust processes with the Head of Ops

**Quality & Standards**
- Oversee the **internal quality process** (with the dedicated QA manager)
- Organize **calibrations**, formalize standards, detect any deviations
- Challenge teams and providers to continuously raise the bar

**Coordination & Team Management**
- Manage an **internal team of 4 to 6 people** (agents, QA, Team Leads)
- Oversee our **call center partners**: performance follow-up, regular meetings, reporting
- Contribute to onboarding and the structuring of new centers

**Staffing & Capacity Planning**
- Build a **precise staffing plan** by language, channel and site
- Launch necessary **recruitments** via our providers
- Optimize **scheduling** to maximize productivity and control costs

**Expansion & Structuring**
- Participate in the **launch of new sites** and the structuring of our international operations
- Travel regularly on-site (**approx. 1 week every 2 months**)
- Play an active role in the **scalability of our operational model**

**Profil recherché**:
**Profile**
- Minimum **5 years of experience** in project management / operations / performance / scaling
- Strong skills in **operational data analysis**:

- Solid background in **team management** (internal + external partners)
- ** Fluent English is a must** - any additional language is a plus
- You are**:structured, analytical, proactive, impact-driven and solution-oriented**

**Conditions**
- ** Long-term freelance mission**:

- ** Regular travel required** (Tunisia, Madagascar, etc.)
- ** Start date: ASAP**:

- We value **excellence**: benefit from a **generous package**, with **above-market pay** and **performance bonuses

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