Operations Manager (Care Operations)

TL;DR

Operations Manager (Care Operations): Scaling and optimizing user support operations by managing BPO partners and integrating AI tools with an accent on KPI analysis, process design, and quality assurance. Focus on reducing friction points, improving AI agent performance, and driving product improvements based on operational data.

Location: Fully Remote (with offices in Paris and Berlin)

Company

hirify.global is a tech company and certified B Corp that helps consumers shop smarter via an AI-powered shopping assistant.

What you will do

• Define, track, and analyze operational KPIs to identify trends and improvement opportunities.
• Lead cross-functional projects involving process design, tooling, and automation.
• Scale and monitor the quality of the AI agent in collaboration with Tech and Product teams.
• Manage BPO partners by setting performance standards and driving quality.
• Convert user feedback and operational data into actionable product insights.
• Build and iterate on scalable processes to raise the overall quality bar.

Requirements

• 2+ years of experience in operations or project management in fast-paced environments.
• Strong analytical mindset with proficiency in KPI tracking and data-driven decision-making.
• Native French and fluent English (written and spoken).
• Ability to take end-to-end ownership of complex operational topics.
• Comfortable using and leveraging AI tools for operational efficiency.
• User-centric approach with strong empathy for both users and operational teams.

Nice to have

• Experience working with or managing outsourced teams (BPOs).

Culture & Benefits

• Flexible remote policy with coworking budget for those living outside Paris.
• "Work from anywhere" perk allowing work from most countries for up to 3 months per year.
• Equity for all employees.
• Weekly half-day dedicated to AI learning and skill sharpening.
• Yearly offsites in amazing locations and monthly in-person gatherings.
• ClassPass subscription contribution and 8-week 100% paid leave for the second parent.

Hiring process

• Intro screening call with the Hiring Manager or Talent team.
• Team interview with colleagues from the target or adjacent teams.
• Role-specific assessment consisting of a take-home case study and a follow-up interview.
• Leadership interview with a SteerCo member and a Founder.
• Reference checks with up to 3 former colleagues or managers.