Overview

In this role you will define and maintain process and quality standards for CS execution across the Core marketplace. You will run the operating cadence with Core local ops leaders, own quality validation, and ensure cross-market consistency. You will partner with QA and data teams to translate findings into operating changes and proactively close process gaps. You will represent the central CS team to local leadership and align with PMS to keep standards shared. This opportunity offers hands-on impact at scale within a global, versátil environment.

Compensaciones / Beneficios

- Healthcare insurance
- Wellness benefits
- Generous time off
- Local perks (meal vouchers, transport allowances)
- Career growth opportunities
- Remote work and flexible hours

Responsabilidades

- Define and maintain process and quality standards for CS execution across the Core marketplace
- Run operating cadence with Core local ops leaders under dotted-line mandate
- Own quality validation and escalate gaps
- Ensure cross-market consistency in Core
- Partner with Quality Lead and data team to translate QA findings into operating changes




- Identify and close process gaps proactively
- Represent central CS to Core local ops leadership
- Coordinate with Ops Excellence Manager – PMS for alignment
- Establish or refresh operating cadence with PMS leadership
- Drive deprecation of email and reduction of volume to live channels and cost per ticket improvement

Requisitos principales

- 5+ years in customer service or operations management
- Project management experience
- Comfortable reading and shaping data
- Experience building projects from 0 to 1
- Experience operating across multiple markets
- Strong stakeholder management without formal authority
- Process design and documentation discipline
- Comfortable owning quality validation and process governance
- Fluent English
- Nice to have multi-market marketplace or consumer business experience
- Additional European language (ES, PL, IT, PT, CZ, DE) optional

- stakeholder management
- communication
- problem-solving
- data interpretation
- quality governance
- process design

📌 Senior Customer Care Operations Specialist (Barcelona)
🏢 Docplanner
📍 Barcelona