TheFork, part of Tripadvisor group, is the leading online restaurants booking platform in Europe and Australia. We are present in +12 countries with 60,000 partner restaurants in a mission to bring happiness through amazing dining experiences. Creator of a unique model that has disrupted the restaurant industry, we put innovation at the heart of our ambitious growth. Thanks to TheFork (app/web), millions of diners can easily discover, book, and pay the right restaurant at the right price, and thousands of restaurant owners benefit from our solutions to optimize reservation management, streamline operations, and ultimately improve service and boost revenue.We are looking for an experienced Operations Manager reporting to the Global Operations Program Manager to help drive strategic initiatives for our company alongside the Operations and Sales Organizations. This person will be responsible for managing end-to-end projects such as technical platform migrations, ensuring our customers are supported and informed accordingly. This person will also indirectly manage a team of specialists and team leads in charge of the execution and will be the owner of this workstream towards the different stakeholders (Sales, Operation Directors, etc.).ResponsibilitiesLead and manage end-to-end projects where autonomy, self-management, proactivity, and thinking outside the box are key attributes.Identify and implement improvements in systems and processes, reducing unnecessary interactions and improving the restaurant experience.Coordinate a team of Specialists and team leads, providing support, coaching, and mentoring to set and deliver high performance results across the organization.Build partnerships with other departments, such as HR, IT, Recruitment, Service Ops, etc., at TheFork to build and secure support for initiatives and projects to be delivered by the Operations team.Ensure efficient communication with Sales teams to define and agree on scope for the migrations.Close monitoring of and reporting on project performance and KPIs; able to meet and exceed targets, pre-empt blockers, and propose solutions.Preparation of documentation and data inputs and target list management. Quality control of all data inputs.Requirements5+ years in customer-facing service and operations.3+ years in managing large projects autonomously.Fluent in English (spoken & written) + other European language.Ability to think strategically and manage internal and external factors when identifying problems, proposing solutions, and making decisions.Customer obsession and strong desire to create, challenge, and optimize the customer experience.Excellent verbal and written communication, organizational, problem-solving, critical thinking, analytical, and stakeholder management skills, with excellent attention to detail.Ability to work independently, as well as part of a team, on multiple projects.Ability to prioritize, multi-task, and perform effectively under pressure.Ability to establish trusted relationships across organizational boundaries and influence without having direct authority.Knowledge of collaboration tools (Google spreadsheets, Google slides, Slack, Microsoft Teams, etc.) and Salesforce are a plus.The position is based in Barcelona (Spain).What we offerPermanent contract.Competitive fixed salary.Meal Vouchers.International working environment.Compensation for practicing sports in any gym in Barcelona.Interesting discount in private health insurance.Dining and leisure area + terrace (they'll re-open, one day).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-AG1
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