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 platformexperience supporting a large base of customer and supply partners;
experience creating andimproving 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
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📌 Project Manager For Learner And Tutor Experience (Barcelona)
🏢 HireHi
📍 Barcelona