Operations Manager - Care

Who we are

We help consumers shop smarter. Our ambition is to revolutionize the way people shop, empowering them to find what they need, make informed purchasing decisions, and save money.

Joko is a tech company founded in Paris. Our team of over 50 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.

This position is remote-friendly.

Our Customer Service

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.

What You Will Do

As an Operations Manager, 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:

1. 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.
2. 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.
3. You contribute to improving our processes, including auditing, training, and knowledge management.
4. You will work together with our Data and Business Operations team to leverage technology and tools that support efficient operations.
5. You manage day-to-day operations, ensuring consistency, accuracy, and efficiency in processes across departments.
6. You track performance through key metrics and KPIs.

Who We're Looking For

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

Our Perks

We believe that flexibility and trust are important parts of a company. Our work environment reflects this thanks to:

1. Flexible remote: If you live in Paris, you can work from our office or from your place with no constraints. If you live elsewhere, you can get access to a coworking space.
2. Work from anywhere: Do you want to travel to Italy for a month and work from there? For up to 3 months a year, you may work from most countries in the world.

On top of that, we offer many perks such as:

1. A budget for remote work equipment.
2. A ClassPass subscription for you to stay in shape wherever you are.
3. Premium health insurance (Alan Blue in France).
4. A Swile card for your meals if you are based in France.
5. Frequent team events and in-person gatherings every quarter!
6. And so much more, see here.

Our Hiring Process

1. 20-min call with the Hiring Manager.
2. 45-min personality interview with two team members.
3. A case study followed by a 45-min debrief with team members / For Tech positions: live tests with team members.
4. 45-min Founders interview.
5. Reference calls.

You might also be invited to meet other team members at the office for a coffee or a drink!