Operations Manager, Care Operations

At Joko, we help consumers shop smarter . Our mission is to revolutionize shopping, empowering people to find what they need, make informed decisions, and save money. Founded in Paris, Joko is a tech company and certified B Corp with over 90 talents across Paris, Barcelona, and New York (and beyond). More than 6 million users already save money every day at 10,000+ merchants with Joko. From cashback and automatic coupons to price alerts and carbon tracking, we keep expanding our products to make shopping smarter. We’re now building an AI-powered shopping assistant to help users find the best products by price, quality, and impact. Having reached profitability in our core market, we’re now scaling globally, with a strong focus on the US. It’s still day 1, come build the future of shopping with us! 💚 Our Care Operations team We are the voice of our users and a key contributor to Joko's operational and product strategy. Our team ensures that every user interaction is handled with accuracy, fairness, and care — through our outsourced partners (BPOs), the tools and processes we design, and the AI agent we're scaling. We identify friction points, feed actionable insights to internal teams, and make sure our operations scale with high standards of quality, consistency, and efficiency. 🎯 What you will do We're looking for an analytical, impact-driven Operations Manager to take full ownership of a key scope within Care Operations. Your exact focus will depend on your background and our evolving priorities — but in all cases, you'll work closely with Product, Tech, Data, and our outsourced partners to build reliable and scalable operations. Your responsibilities will include: Define, track, and analyze operational KPIs to identify trends, root causes, and improvement opportunities Lead cross-functional projects across process design, tooling, automation, and training Help us scale our AI agent at a high level of quality — monitor performance, identify gaps, and work with Tech and Product to continuously improve it Manage BPO partners: set performance standards, track KPIs, drive quality, and address gaps Turn user feedback and operational data into actionable insights that drive product and process improvements Build and iterate on scalable processes that raise the quality bar across the team 👀 Who we're looking for Experience: 2+ years in operations or project management in a fast-paced environment. Experience working with or managing outsourced teams (BPOs) is a plus. Operational Excellence: You have a strong operations mindset and take pride in building reliable, scalable, and high-quality processes. Analytical & data-driven: You are comfortable defining, tracking, and analysing KPIs, and using data to make decisions and prioritise improvements. Ownership: You take end-to-end ownership of complex operational topics, proactively driving solutions and ensuring high standards through execution, follow-up, and continuous improvement. Problem solving: You enjoy identifying and resolving operational challenges, continuously looking for ways to improve processes. AI-curious: You are comfortable using AI tools in your day-to-day work and actively look for ways to leverage them to improve operational efficiency and quality. User-centric: You care deeply about users and operational teams, and use empathy to improve processes, quality, and overall trust in our operations. Languages : You are native in French and fluent in English both written and spoken, as English is our internal working language at Joko. 💎 Our perks (Some of the benefits listed below are available to full-time positions only) At Joko, we believe that flexibility and trust are essential. Our work environment reflects this through: Flexible remote : If you live in Paris, you can choose to work from our office or from home with no constraints. If you live elsewhere, we can provide access to a coworking space and a coworking budget. Work from anywhere : Want to spend a month in Italy while working? You can work from most countries in the world for up to 3 months per year. On top of that, we offer plenty of perks: 💸 Top-market compensation 📈 Equity for everyone with the chance to own a piece of what you build 🤖 Half-day each week dedicated to leveling up with AI by exploring new tools, iterating hard, and sharpening your skills 🌴 Yearly offsite in amazing locations and budget for team-building events & monthly in-person gatherings 💪 Contribution to your ClassPass subscription 🍼 8-week leave paid 100% for the second parent …and much more, check the full list here ! 🤝 Our hiring process Intro call: Quick screening with the Hiring Manager or the Talent team. Step 1 – Team interview (45 min): Conversation with two Joko team members (could include the Hiring Manager, people from the team you’d join, or colleagues from other teams). Step 2 – Role-specific assessments For non-tech roles : Take-home case study followed by a 45 min interview. We assess both your output and how you think in real time. The exercise will be relevant to the role (e.g. analysis, strategy, or process design). For tech roles : Live technical interviews: Coding interview + System design interview For research internships, an additional round may involve analyzing and presenting a research paper Step 3 – Leadership interview (45 min): Conversation with a SteerCo member and a Founder. References: Up to 3 calls with former colleagues or managers. ☕ You may also be invited for coffee with team members to get a feel for our culture.