Описание:

Preply creates human-led, technology-enabled learning experiences that connect learners with tutors and support personalized learning journeys. Its platform serves over 100,000 tutors teaching more than 90 languages to learners in 180 countries.

Задачи:

- Own CSAT, contact rate, and other leading experience metrics for learners and tutors
- Monitor performance, identify trends, and diagnose root causes
- Turn data and customer insights into recommendations for Product, Growth, Customer Care, Supply Operations, and Localization
- Lead cross-functional programs from scoping and alignment through execution and impact tracking
- Build feedback loops between expansion markets and general teams, turning local insights into company-wide improvements
- Create, update, and maintain policies governing learner and tutor experiences across new geographies and subject areas
- Map end-to-end user journeys and identify friction points to drive structural improvements
- Define and document scalable CX processes for each expansion
- Align policies and processes across Product, Growth, Customer Care, Supply Operations, and Localization
- Drive go-to-market readiness with Supply Operations and Customer Care
- Change Management, ensuring tools, workflows, and team knowledge are ready before launch
- Coordinate smooth, well-timed launches across Product, Growth, Customer Care, Supply Operations, and Localization
- Flag risks early, own their resolution,



and drive timely decisions
- Run post-launch reviews and apply findings to policies, processes, and future expansion playbooks

Требования:

- 4+ Years in strategy and operations, consulting, marketplaces, or high-growth tech roles
- Proven experience leading cross-functional initiatives, geographic expansions, or new vertical launches end-to-end with clear outcomes
- Strong analytical skills, including root-cause analysis and translating insights into business and product recommendations
- Excellent program and project management skills
- Experience writing or owning customer-facing policies or operational processes
- Strong communication, stakeholder management, and influencing skills
- Будет плюсом: experience influencing CX KPIs such as CSAT, NPS, and contact rate; marketplace or platform experience supporting a large base of customer and supply partners; experience creating and improving customer support agent workflows; SQL and BI fluency, such as Looker

Условия:

- Monthly allowance for lessons on Preply.com Learning & Development budget and time off for self-development
- Competitive financial package with equity, leave allowance, and health insurance
- Attractive relocation package to join the Preply Barcelona Hub
- Free mental health support platforms
- Access to Gympass-partnered wellness and gym centers throughout Spain

#J-18808-Ljbffr

📌 project manager for learner and tutor experience (Barcelona)
🏢 HireHi
📍 Barcelona