Joko

Operations Manager, Care Operations

Joko

full-time

Posted on:

Location Type: Remote

Location: France

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About the role

  • Identify friction points, risks, and inefficiencies in user journeys
  • Feed actionable insights back to internal teams
  • Ensure our operations scale with high standards of quality, consistency, and efficiency
  • Define, track, and analyse operational KPIs to identify trends, root causes, and improvement opportunities
  • Lead cross-functional operational projects, from process audits to tooling, automation, and training
  • Manage outsourcing partners (BPOs): define performance standards, track KPIs, drive quality improvements, and address performance gaps
  • Turn user feedback and ticket analysis into actionable insights and drive impact with Product, Tech and Marketing teams
  • Scale Care operations through process, tooling, and training improvements
  • Analyze fraud signals, claims data, and operational metrics to identify risks and inefficiencies
  • Lead initiatives to strengthen controls, automate workflows, and improve scalability

Requirements

  • Experience: 2+ years in operations, operations management, or a similar role in a fast-paced environment. Experience working with or managing outsourced teams (BPOs) is a strong plus.
  • Operational Excellence: You have a strong operations mindset and take pride in building reliable, scalable, and high-quality processes.
  • 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.
  • Analytical & tooling skills: You are comfortable working with complex datasets and operational tools to investigate issues, identify patterns, and support operational decisions.
  • 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.
Benefits
  • 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.
  • 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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operations managementKPI analysisprocess improvementdata analysisworkflow automationoutsourcing managementfraud analysistooling skillsuser feedback analysistraining development
Soft Skills
problem solvingownershipanalytical thinkinguser-centric approachcommunicationcross-functional leadershipempathycontinuous improvementattention to detailadaptability