We're looking for a talented Operations Manager to join our team to help define what the world thinks of Octopus Energy Spain. You will be joining a growing Operations team and will play a key part in helping to streamline processes and take the lead on implementing new approaches and effective ways of working. This is a great opportunity to use creative thinking in a fast-paced delivery environment.
Mission: Make Ops' lives easier
Key metrics: Reduce our cost to serve & operational risks/complexities
What you'll do: Take full ownership of the day-to-day running of Core Customer Operations. Be the ultimately-accountable person for ensuring we hit our KPIs, e.g. 95% answer rates on the phone, 100% compliance for our deliveries (all pre-delivery checks completed, always). You'll be responsible for defining how our KPIs for each Ops team should change over time as our business grows and becomes more complex. Be responsible for our headcount forecasting and driving hiring to ensure all core Customer Ops + Specialist teams have the right skill-sets and number of people. Manage a team of ~2 Team Leads (each responsible for ~10 Customer Ops Specialists), coaching and inspiring them to do some of the best work of their careers. Empower all our team leads to take ownership of their own team's success, coming to you for help with finding the right people for their team. Lead on project managing some of the more reactive work e.g. curveballs the leasing industry throws our way. Review existing arrangements, giving suggestions on alternatives as well as clear, actionable recommendations highlighting risks, mitigations, and measurable outcomes. Lead implementation of new approaches including revised customer journeys, changes to our systems, reporting, and team training tools. Own complex problems, generate & implement solutions. Help the wider team by "flexing" in busier periods: taking on responsibilities to help with the management of the Customer Operations team, hiring, managing interns, supporting team leads, developing and maintaining our reporting tools. What you'll need: An operational mindset - scope, implement, scale is the way we look at everything. To thrive in ambiguity, ask incisive questions and take a structured approach to problem-solving. A strong bias to analysis and analytical capability - being able to quantify requirements or problems and work through them based on rational principles is key. High levels of comfort with managing and interpreting data. Demonstrated history of ownership, close collaboration with colleagues as well as strong presentation and communication skills. To be naturally curious with a history of measurable positive impact wherever you go and a completer-finisher mentality. Experience of using basic spreadsheet programmes is essential, as is an ability to get to grips with software tools that are new to you, fast. Experience working in a high growth company. The ability to write a SQL query to help you solve problems is desirable but not essential. Condiciones del puesto: Office: Valencia Our company culture: we won best company to work for in 2019 and our CEO, Greg has recorded a podcast about our culture and how we empower our people. Flexible working environment: genuine work-life balance here, we are in the top 5 companies in the UK, we treat you as a human, and do our best to make work and life merge smoothly together. Relaxation: we don't count your holidays here, we work hard, and so we know you need to play hard as well (within reason of course). Equity Options Scheme: you own your own part of the business, share options in the whole Octopus Energy Group so we all work together towards success. Office culture: have a certain tech requirement? We'll do our best to get it. Our offices are also stocked with fruit, breakfast, great coffee, and soft drinks. Bi-weekly on a Thursday we all get together (this happens virtually too) for company updates and drinks - we call it Family Dinner. Your development is important: we support and help with development including internal and external courses, learning, study support etc, all bespoke to you. Por qué más te gustará estar aquí: Octopus Energy is a unique culture. An organization where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about!
El anuncio original lo puedes encontrar en Kit Empleo: https://www.kitempleo.es/empleo/130048815/p815-operations-manager-valencia/?utm_source=html
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