Director of Customer Care Operations
Perk
full-time
Posted on:
Location Type: Hybrid
Location: Barcelona • 🇪🇸 Spain
Visit company websiteJob Level
Lead
About the role
- Lead and scale Europe Customer Care organisation of 700+ both in-house and outsourced professionals.
- Set and achieve performance targets and financial outcomes across all service areas in Europe, directly influencing overall business performance and profitability.
- Together with the Senior Directors of Global Operations, Operational Excellence and Planning and WFM, design and execute the regional customer care strategy aligned with our global goals.
- Take full responsibility for key performance indicators such as response times (SLAs) and customer satisfaction (CSAT) scores of the Europe region, and ensure continuous improvement.
- Partner with cross-functional teams (WFM, Operational Excellence, Account Management, Sales, Product) to problem solve, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally.
- Foster a culture of accountability, continuous learning, and data-driven decision making, as well as develop and mentor team members within your organisation.
- Oversee multiple initiatives impacting Europe region, while remaining hands-on, adaptable, and a trusted stakeholder across departments.
- Own key regional KPIs and deliver measurable improvements in:
- - Customer Satisfaction (CSAT / NPS)
- - Service Level Agreements (SLA)
- - Churn
- - Employee Engagement & Retention
- - Operational Efficiency / Productivity
Requirements
- 8-10 years of experience leading large-scale Customer Care teams.
- Proven success managing both in-house and outsourced operations.
- Experience in technology-driven or high-growth environments (travel industry a strong plus).
- Demonstrated ability to build and develop high-performing, customer-centric teams.
- Strong process orientation and project management background.
- Excellent communication skills (verbal and written) in English.
- Data-driven and analytical, with a track record of using insights to drive improvements.
- Hands-on leader with a proactive, pragmatic, and collaborative approach.
- Experience with Zendesk or similar CX platforms preferred.
Benefits
- Receive competitive compensation and equity ownership in Perk
- Rest and recharge with our generous allocation of vacation days plus public holidays
- Take control of your physical health with your choice of private healthcare or a gym allowance
- Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
- Join our unforgettable Perk events, including our spectacular annual summer party
- Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
- Make your money go further with our flexible compensation plan
- Focus on your family with 17 weeks’ paid parental leave during your child’s first year
- Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
- Broaden your horizons with up to 20 "Work from Anywhere" days per year
- Nurture your language skills with in real-life English, Spanish and Catalan lessons
- Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
- Let us help you move to one of our hubs with relocation support
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer care managementperformance targetskey performance indicatorsdata-driven decision makingproject managementoperational efficiencycustomer satisfactionservice level agreementsemployee engagementchurn reduction
Soft skills
leadershipcommunicationcollaborationproblem solvingadaptabilitymentoringaccountabilitycontinuous learningprocess orientationproactive approach