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

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