About this role
Role Overview
- Supervise, train, and develop a team of 5-10 people, organizing daily work based on criticality, SLA, and market needs.
- Design and implement specific flows for incident types such as traffic fines, accidents, and vehicle impounds.
- Supervise specialized providers, including fine management firms and insurance intermediaries while following up on SLAs and quality.
- Manage incidents of high complexity or reputational risk, balancing costs with legal risks and user experience.
- Ensure all area processes comply with local regulations in every market and keep internal guides updated.
- Monitor KPIs such as TTR, CSAT, and cost per incident to provide insights and improvement proposals to the CX Manager.
Requirements
- 3 to 5 years of experience in managing complex incidents or back-office operations.
- Proven experience managing people.
- Extra Plus: We especially value experience in insurance, legal-ops, mobility, urban logistics, or public administration.
- Ability to coordinate multiple stakeholders simultaneously without losing track of individual cases.
- Comfortable translating data patterns into concrete proposals.
- High attention to detail and ability to manage sensitive topics with calm, criteria, and empathy.
- Language Skills: Spanish: Native or Fluent. Italian: Native or Fluent Very highly valued. French: Native or Fluent Very highly valued. English: Professional level.
Benefits
- Health & wellness: Private medical insurance and discounts on gyms and sports activities through Urban Sports Club.
- Flexible compensation: Use our flexible benefits plan through Cobee for transport, meals, or childcare.
- Ride for free: Enjoy free use of YEGO scooters around the city.
- Growth environment: Work in a dynamic, inclusive, and international environment at our Poblenou headquarters.