Global Operations Strategy Director en Barcelona

Descripción del empleo

Part of the Tripadvisor group since May 2014, TheFork is a collection of more than 80,000 restaurants in 22 countries: Spain (, France (, Switzerland (, Belgium (, Italy (, The Netherlands (, Brazil (, Portugal (, Sweden (, Denmark ( and Australia (, Argentina (, Chile (, Colombia (, Mexico ( Peru ( Uruguay (, UK, Germany, Austria, Finland and Norway (, with 20 million reviews, 29 million monthly visits and more than 22 million mobile app downloads.

Your role within the TheFork Organization:

Reporting to the COO of TheFork Group, you would be in charge of the creation and implementation of a strategic vision for global operations. You would also be responsible for the continuous optimization, scaling and managing of our global operational infrastructures and processes whilst maintaining or increasing satisfaction among those affected.

What you will do:

  • Develop, roll-out and monitor, medium & long-term strategic & scalable projects which enhance satisfaction of our B2C and B2B users
  • Manage a team of managers with more than 200 employees across the globe including B2B/B2C customer care, knowledge and content, and internal support. 
  • Manage internal and external contact center facilities
  • Challenge current way of working, identify process inefficiencies and focus on continuous improvement, notably through automation
  • Provide efficient tools to support key business processes where needed
  • Ensure a high level of satisfaction on all projects
  • Demonstrate notable efficiencies in all projects
  • 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.

    Your missions:

  • Challenge everything and thrive for operational excellence
  • Analyze data, benchmark best practices & solutions, provide competitive & technological watch to identify key areas of improvement
  • Work closely with local and central teams to collect needs & constraints
  • Understand, challenge and address identified needs: sit with business teams, analyze root causes and identify optimizations, design new processes and roll-out plans
  • Take part to strategic / large-scale projects to ensure their success and maximize business impact:
  • Participate to projects design and results monitoring/analysis
  • Facilitate coordination with various stakeholders 
  • Support and Lead streams with analysis, meeting/workshops preparation & animation
  • Solve problems and escalate to business leaders when needed
  • Strengthen & scale project management, change management & knowledge sharing practices within the company
  • Provide internal teams with optimal onboarding and support, to maximize operational efficiency
  • Drive change management initiatives to ensure new processes/tools/ best practices adoption and increase communication and knowledge sharing
  • Represent the voice of the customer: btb (restaurants) & btc (users)
  • Who you are

  • Master's Degree as well as a top Business or Engineering School
  • 8 - 12 years experience in consulting or project management in a fast-paced and international environment (ideally on business strategy, operational excellence or performance steering)
  • 2-4 years experience being a Manager of Managers
  • Contact Center optimization and organizational experience 
  • Technical expertise in customer care and client strategy 
  • Experience reporting directly to C-Suite roles and understand expectations
  • Problem solver, process oriented, ability to foster team spirit and performance
  • Excellent organization & time management
  • Data lover and excellent excel skills 
  • Required soft skills: results-driven, strong analytics, excellent communication skills, proactive, curious and able to adapt in a moving environment, humble and eager to learn, team player
  • Fluent in spoken and written English & Spanish, French or another european language would be a strong plus
  • The position is based in Barcelona, with trips to other offices and External vendors worldwide required.

    What we offer:

  • Permanent contract
  • Competitive fixed salary, bonus and equity 
  • Lunch vouchers
  • International working environment
  • Compensation for practicing sports in any gym in Barcelona
  • Interesting discount in private health insurance 
  • Dining and leisure area + terrace 
  • Coffee point on each floor with coffee and tea for free
  • Well-being activities and benefits (massages, fresh fruit, free snacks, team building events, etc.)
  • #LI-SA1

    Información extra

    Estudios requeridos
    Horas a la semana
    8 - 40
    Tipo de contrato
    Tiempo completo
    Publicado el
    Tipo de trabajo
    Marketing / Publicidad
    Carnet de conducir
    Carta de motivación

    Topjob | Barcelona | Trabajo de marketing | Tiempo completo | Otros

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