Global B2C Customer Operations Manager

Under the direction of the Global Director of Operations, as Global B2C Customer Operations Manager, you will:
a) Build and manage the current B2C customer service team.
b) Participate in the development of our global support strategy, vision and roadmap
c) Work closely with Marketing, CRM, Brand, Design, Engineering and Operational teams to launch new
support offerings
d) You will wear many hats, managing a team while continuing to innovate and drive projects.
Your main responsibilities are:
Building and managing the current B2C team in order to ensure required service levels and cost efficiency.
Define and refine our B2C strategy in order ensure our customers continued happiness.
Constantly challenge the status quo, and develop innovative processes and technologies to service
customers.
Ensure a great, consistent experience, which matches the TheFork brand and voice.
Deal with the complexity of multiple lines of business and regions.
Setting up objectives for your team and following up their achievements, using dashboards designed by
you or centrally.
Manage the productivity and satisfaction of our current and potential clients.

Main quantitative objectives for the position
- Client retention and satisfaction through the desired service level.
- Optimization of costs.
- Increase in productivity.
Profile sought
- Proven experience in managing a successful Customer Service organization.
- Ability to manage large multi-cultural and multilingual teams
- Effective Customer Service management skills (communication and leadership).
- Expertise in troubleshooting and analysis.
- Proven ability to forecast, build, analyze and manage departmental P&L.
- Experience in managing managers
- Demonstrated experience in gathering, anticipating meeting market needs.
- He/she will bring a rare combination of technical knowledge, creativity business acumen.
- Experience presenting to executive leadership handling sensitive customer escalations.
- Project Management background or experience would be a plus
- Experience managing non-personal social media accounts like Chat, Forums, Twitter, Facebook, YouTube,LinkedIn, Google+, etc. would be a plus
- Sales experience would be a plus
- Must be fluent in at least English and Spanish. Another European language is a plus.

Your personal qualities:
Quick-thinker and doerResults-oriented
Team playerCharismatic, motivating
Responsible and highly organized
Technologically savvy, self-starter, adaptable
Very analytical
Action oriented
Strong Interpersonal skills (emotional intelligence).

Desired Skills and Experience:
Profile sought
- Proven experience in managing a successful Customer Service organization.
- Ability to manage large multi-cultural and multilingual teams
- Effective Customer Service management skills (communication and leadership).
- Expertise in troubleshooting and analysis.
- Proven ability to forecast, build, analyze and manage departmental P&L.
- Experience in managing managers
- Demonstrated experience in gathering, anticipating meeting market needs.
- He/she will bring a rare combination of technical knowledge, creativity business acumen.
- Experience presenting to executive leadership handling sensitive customer escalations.
- Project Management background or experience would be a plus
- Experience managing non-personal social media accounts like Chat, Forums, Twitter, Facebook, YouTube,
LinkedIn, Google+, etc. would be a plus
- Sales experience would be a plus
- Must be fluent in at least English and Spanish. Another European language is a plus.

- Attractive package composed with fix + variable compensation
- Position based in Barcelona, some travelling will be required