🛠 Tech Stack

💼 About This Role

You'll lead operational performance management for in-house teams in Manchester and Milan. Your core impact is driving improvements in merchant experience through data analysis and process automation. This role offers exposure to executive leadership and cross-market strategy.

🎯 What You'll Do

• Monitor daily KPIs for channels, queues, and agents across UKI and EU.
• Conduct root cause analysis on agent productivity and training gaps.
• Present data-driven performance updates to executive leadership.
• Identify automation opportunities to improve operational efficiency.

📋 Requirements

• Operations Manager experience in a fast-moving company.
• Experience with CRM systems (Zendesk/Salesforce) and reporting.
• Solid analytical skills (Excel pivot tables, INDEX MATCH).
• Proven track record of managing and developing Team Leaders.

✨ Nice to Have

• SQL skills are highly desirable.
• Experience with automation tools (RPA, AI-assisted routing).

🎁 Benefits & Perks

• 🏥 Health and wellness benefits
• 👨‍👩‍👧‍👦 Family leave
• 💰 Competitive pension plan
• 🌴 Time away including holidays and sabbatical
• 📈 Growth opportunities with learning budgets

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Case Study Presentation· 60 min
4. 4Senior Leadership Round· 45 min