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, xqysrnh 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 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