Operations Manager, Care Operations

This is a fully remote position, open to applicants in France.

📋 Description

• Identify friction points, risks, and inefficiencies within user journeys.

• Provide actionable insights to internal teams.

• Ensure that our operations maintain high standards of quality, consistency, and efficiency as they scale.

• Define, monitor, and analyze operational KPIs to uncover trends, root causes, and areas for improvement.

• Lead cross-functional operational projects, encompassing process audits, tooling, automation, and training initiatives.

• Oversee outsourcing partnerships (BPOs): establish performance standards, monitor KPIs, drive quality enhancements, and address any performance deficiencies.

• Transform user feedback and ticket analysis into actionable insights, collaborating with Product, Tech, and Marketing teams to drive impact.

• Enhance Care operations through improvements in processes, tools, and training.

• Analyze fraud indicators, claims data, and operational metrics to pinpoint risks and inefficiencies.

• Spearhead initiatives aimed at strengthening controls, automating workflows, and boosting scalability.

⛳️ Requirements

• Experience: At least 2 years in operations, operations management, or a comparable role within a fast-paced setting. Experience in working with or managing outsourced teams (BPOs) is a significant advantage.

• Operational Excellence: Possess a strong operations mindset and take pride in developing reliable, scalable, and high-quality processes.

• Data-driven: Comfortable with defining, monitoring, and analyzing KPIs, and utilizing data to inform decisions and prioritize enhancements.

• Ownership: Take comprehensive ownership of complex operational topics, proactively driving solutions while ensuring high standards through execution, follow-up, and continuous improvement.

• Problem solving: Enjoy identifying and addressing operational challenges, consistently seeking avenues for process enhancement.

• Analytical & tooling skills: Proficient in working with complex datasets and operational tools to investigate issues, discern patterns, and support operational decision-making.

• User-centric: Deeply care about users and operational teams, employing empathy to enhance processes, quality, and overall trust in our operations.

• Languages: Native in French and fluent in English, both written and spoken, as English serves as our internal working language at Joko.

🏝️ Benefits

• Flexible remote work: If you reside in Paris, you may opt to work from our office or from home without restrictions. If you are located elsewhere, we can provide access to a coworking space along with a coworking budget.

• Work from anywhere: Interested in spending a month in Italy while working? You can work from most countries worldwide for up to 3 months each year.

• Competitive compensation package.

• Equity for everyone, providing the opportunity to own a portion of what you create.

• A half-day each week dedicated to enhancing your skills with AI by exploring new tools, iterating effectively, and sharpening your expertise.

• Annual offsite events in stunning locations and a budget for team-building activities & monthly in-person gatherings.

• Contribution towards your ClassPass subscription.

• Eight weeks of fully paid leave for the second parent.

• …and much more; check the complete list here!