Location

Barcelona

Address

Barcelona

Employment Type

Full time

Location Type

Hybrid

Department

Customer Care

About the Role

As part of the Customer Care department, the Operational Excellence - Strategy & Knowledge team drives strategic projects that impact customer satisfaction and business performance. We are looking for a Project Manager to lead and execute these initiatives.

What You’ll Do

- Lead and manage projects related to Operational Excellence and Customer Care strategy from design to delivery, ensuring timely and successful delivery.
- Partner with Customer Care support functions and cross‑functional teams (Vendor Management, Workforce Management, Strategic Finance, Data, Revenue Team, BizOps and Product) to align priorities, initiatives, timelines and deliverables.
- Represent Customer Care in company‑wide projects delivered through cross‑functional working groups.
- Act as the primary point of contact for project stakeholders at all levels, ensuring alignment, transparency and strong relationships.
- Propose and prioritise project roadmaps based on business cases/impact and alignment with company and team goals.
- Work with Product and Go To Market teams to influence prioritisation of key projects and improvements.
- Identify risks and dependencies, develop mitigation strategies to ensure smooth project execution.
- Continuously improve frameworks through best practices and advanced methodologies (e.g., Lean, Six Sigma, PDCA, workflow mapping).
- Maintain clear documentation for project plans, timelines, progress updates and lessons learned.
- Track qualitative and quantitative data to ensure projects contribute positively to KPIs and value propositions.




- Analyze and interpret data to make informed decisions and recommendations, championing the Voice of the Customer.
- Support the department's WBR and MBR development.
- Act as a change agent within Customer Care, engaging operations and support functions to embrace a culture of continuous improvement and innovation.
- Engage partners and vendors to optimise Customer Care processes and technologies (e.g., Zendesk, Deepl, Guru).

What We’re Looking For

- 4+ years of project management experience with a proven track record of delivering complex projects.
- Experience thriving in a dynamic, fast‑growth, cross‑functional environment; SaaS startup, Customer Care or Operational Excellence roles are required.
- A cross‑functional mindset, having worked closely with product, sales, business operations, data and finance teams and quickly getting up to speed with new areas of the business.
- A drive for execution, breaking down big, complex projects into smaller steps that deliver value along the way.
- Problem‑solving skills, balancing risks and developing thoughtful, data‑backed plans.
- Excellent data‑analysis skills, with the ability to extract insights to drive decision‑making. Familiarity with Customer Care KPIs and planning inputs is a plus.
- Project Management or Six Sigma certification is a plus.




- Experience in the travel industry is a valued plus.

Full Alignment to Our Values

- 7‑star service: Strong customer‑centric approach with the ability to understand and address customer needs.
- Be a good person: Outstanding communication and interpersonal skills, acting ethically, humbly and with a smile.
- We are a team: Work together and share knowledge, keeping team goals in focus.

Impact over Effort

Strong prioritisation skills to focus on ambitious team targets, adaptability and flexibility in managing changing priorities and unexpected challenges.

What We Offer

- Competitive compensation and equity ownership.
- Generous allocation of vacation days plus public holidays.
- Choice of private healthcare or a gym allowance.
- Life Insurance coverage.
- Unforgettable Perk events, including an annual summer party.
- Well‑being partner Spring Health, with access to therapy and coaching.
- Adaptable compensation plan.
- 17 weeks’ paid parental leave during the child’s first year.
- 16 paid hours per year to volunteer for charitable causes.
- Up to 20 “Work from Anywhere” days per year.
- In‑real‑life English, Spanish and Catalan lessons.
- Four‑week fully paid sabbatical after 5 years.
- Relocation support for the hub nearest to you.

How We Work

We use an IRL‑first approach, with the team working together in‑person 3 days a week. This role requires you to be based within commuting distance of our hubs.

Equal Opportunity Employer

Perk is an equal opportunity employer. We welcome applicants regardless of how they look, where they come from, or anything else that makes them who they are.

#J-18808-Ljbffr

📌 Strategic Project Manager (Customer Care) - Operational Excellence (Barcelona)
🏢 Talent
📍 Barcelona