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

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.

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!

Operations Manager, Care Operations

Key skills