As the Operations Manager - Care at Joko, your main responsibilities include collaborating with outsourcing partners, training agents, ensuring quality control, and acting as the voice of customers. You’ll analyze customer feedback and push for action. Additionally, you'll be involved in refining processes through auditing and knowledge management, managing daily operations, and tracking key performance metrics.

To apply for the Operations Manager - Care role at Joko, you should have at least 2 years of experience in operations management or a related role, preferably in a fast-paced environment. Experience in managing outsourced teams is beneficial. We also look for a strong operational mindset, analytical skills, and fluency in French and English.

Joko values professional development for its employees, including Operations Managers. As part of our commitment to your growth, you will receive ongoing training and resources to enhance your operational expertise and leadership skills. You will also have the opportunity to collaborate with various teams and contribute to company-wide initiatives.

The Operations Manager - Care position at Joko is designed with flexibility in mind. If you're based in Paris, you can choose to work from the office or remotely. For those residing elsewhere, you will have the option to access coworking spaces. Joko also allows work-from-anywhere arrangements for up to 3 months a year.

Joko offers an array of perks and benefits for Operations Managers, including a budget for remote work equipment, a ClassPass subscription, premium health insurance, and meal cards for those in France. Additionally, Joko organizes frequent team events and gatherings, fostering a vibrant company culture.

When answering this question, provide specific examples of past roles that highlight your responsibilities in managing operations. Emphasize your problem-solving skills and the positive outcomes of your initiatives. Discuss situations where you improved efficiency or customer satisfaction through your operational strategies.

Use this opportunity to showcase your organizational skills. Describe how you assess project deadlines, allocate resources, and communicate with team members to ensure all projects progress smoothly. Discuss any tools or methodologies you use, such as prioritization frameworks or project management software.

In your response, highlight your experience in creating training programs tailored for outsourced teams. Discuss the importance of clear communication and regular feedback loops. Explain how you measure quality and what metrics you've employed to ensure consistent service delivery.

Talk about your experience with analytical tools or methodologies you've used to collect and interpret customer feedback. Share examples of insights gained from this analysis and how it informed decision-making or operational improvements within your past roles.

Select a specific challenge from your experience. Outline the issue—how you approached it, the methods and strategies you employed to resolve it, and the positive results that followed. This demonstrates your problem-solving capabilities and resilience in the face of challenges.

Describe your approach to fostering communication. You might mention regular team meetings, utilizing collaboration tools, and how you encourage transparency. Share an example of how effective communication led to improved operations or customer satisfaction in your previous roles.

Discuss the importance of KPIs in your role and how you determine which are most relevant to operations management. Explain your methods for tracking and reporting KPIs, including any specific software tools you have used to monitor performance trends and adjust strategies accordingly.

Reference specific tools and technologies you have utilized in your operational management roles. This could include project management software, data analysis tools, or customer relationship management systems. Discuss how these have improved your processes and outcomes.

Talk about methods you utilize to encourage feedback and innovation within your team. This may involve regular brainstorming sessions, soliciting ongoing input from team members, or creating initiatives that empower employees to suggest improvements to existing processes.

Craft a response that highlights your passion for operational excellence and customer service. Tie your skills and experiences back to Joko's mission and values, emphasizing how your background makes you an ideal candidate for helping Joko achieve its goals.