Operations Manager, Care Operations

At Joko, we help consumers shop smarter. Our mission is to revolutionize shopping, empowering people to find what they need, make informed decisions, and save money.

Founded in Paris, Joko is a tech company and certified B Corp with over 105 talents across Paris, Barcelona, and New York (and beyond). More than 6 million users already save money every day at 10,000+ merchants with Joko.

From cashback and automatic coupons to price alerts and carbon tracking, we keep expanding our products to make shopping smarter. We’re now building an AI-powered shopping assistant to help users find the best products by price, quality, and environmental impact.

Having reached profitability in our core market, we’re now scaling globally, with a strong focus on the US.

It’s still day 1, come build the future of shopping with us!

💚 Our Care Operations team mission

Care Operations is the team that makes sure every user interaction at Joko is handled with accuracy, fairness, and speed — and that every friction point becomes an input to make the product better.

We sit at the intersection of operations and product strategy. On one side, we own the full care delivery chain: our outsourced partners (BPOs), the tools and processes we design, and the AI agent we're scaling. On the other, we're a key voice in product and tech decisions — because we're closest to where things break, and closest to what users actually experience.

We've built the foundation over the past year, but we're nowhere near done, and the person joining this role will have real ownership over what comes next. The team is small, senior, and high-ownership. We don't scale by adding headcount. We scale by building better systems.

🎯 What you will do

As an Operations Manager in Care, your main mission is to make sure Joko's care operations are reliable, high-quality, and built to scale — by owning your scope end-to-end, from diagnosis to delivery.

• Define and drive your operational KPIs. You monitor performance, identify what's broken, and lead the fix — working closely with Product, Tech, Data, and our BPO partners. You don't wait to be handed a brief.

• Help scale our AI agent. You monitor how the agent performs on your scope, identify where it fails or underperforms, and work with tech to close those gaps. You think carefully about what "good" looks like for an automated experience — not just deflection rates.

• Turn operational signals into product insight. You spot patterns in tickets, feedback, and resolution data that others miss — and translate them into clear, prioritised recommendations for internal teams. You make the voice of the user heard where it matters.

• Drive the quality and efficiency of our BPO operations. You set performance standards, track SLOs, conduct quality reviews, and address gaps directly with our partners. You know that quality at scale requires both good systems and strong relationships.

• Build processes that last. You document, iterate, and raise the bar — creating references and workflows that the team and our partners can rely on, even when you're not in the room.

👀 Who we're looking for

• 2+ years in operations or project management in a fast-paced environment. You've owned complex operational topics end-to-end, not just contributed to them.

• Genuinely analytical. You're comfortable defining, tracking, and digging into data to understand what's happening and make decisions. You don't wait for someone to pull numbers for you — you go get them, whether that's through SQL, BI tools, or AI-assisted analysis.

• High agency. You identify problems before they're flagged to you. You propose solutions, not just analyses. When something isn't working, you fix it.

• Comfortable with AI tools. You use AI in your day-to-day work and actively look for ways to leverage it to improve how you operate. At Joko, AI fluency is genuinely valued — not as a credential, but because it changes what's possible in this role.

• A strong communicator in both French and English. French is the language of our users and partners. English is our internal working language — written, async, and precise. You need to be genuinely fluent in both.

• User-centric by default. You care about the experience on the other side of the ticket. You use that empathy to make better decisions about processes, escalations, and quality standards — not just to feel good about the work.

💎 Our perks

(Some of the benefits listed below are available to full-time positions only)

At Joko, we believe that flexibility and trust are essential. Our work environment reflects this through:

• Flexible remote : If you live in Paris, you can choose to work from our office or from home with no constraints. If you live elsewhere, we can provide access to a coworking space and a coworking budget.

• Work from anywhere : Want to spend a month in Italy while working? You can work from most countries in the world for up to 3 months per year.

On top of that, we offer plenty of perks:

• 💸 Top-market compensation

• 📈 Equity for everyone with the chance to own a piece of what you build

• 🤖 Half-day each week dedicated to leveling up with AI by exploring new tools, iterating hard, and sharpening your skills

• 🌴 Yearly offsite in amazing locations and budget for team-building events & monthly in-person gatherings

• 💪 Contribution to your ClassPass subscription

• 🍼 8-week leave paid 100% for the second parent

• …and much more, check the full list here!

🤝 Our hiring process

1. Intro call: Quick screening with the Hiring Manager or the Talent team.

2. Step 1 – Team interview (45 min): Conversation with two Joko team members (could include the Hiring Manager, people from the team you’d join, or colleagues from other teams).

3. Step 2 – Role-specific assessments

   • For non-engineering roles: A take-home case study followed by a 45-min interview. We assess both your output and how you think in real time. The exercise will be relevant to your role (e.g. analysis, strategy, or process design).

   • For engineering roles: A 90-min live technical interview on CoderPad covering code understanding, review, system design, and product thinking (with AI serving as a collaboration tool).

4. Step 3 – Leadership interview (45 min): Conversation with a SteerCo member and a Founder.

5. References: Up to 3 calls with former colleagues or managers.

☕ You may also be invited for coffee with team members to get a feel for our culture.