Care Operations Manager

More than one third of the food produced in the world is wasted(e)And that has a huge impact on the health of our planet, with 10% of greenhouse gas emissions coming from food waste!

At Too Good To Go, we have an ambitious goal: To inspire and empower everyone to fight food waste together(e)We are the world's #1 app for fighting food waste and we work with thousands of restaurants and food retailers to make their surplus food available to local consumers(e)The magic of Too Good To Go has expanded rapidly across Europe, the US, and Canada, with over 160 million meals saved across our 17 countries to date.

We’re proud of what we’ve achieved so far, but did we mention the issue is huge? We always want to raise the bar and that’s where you come in

Your mission at Too Good to Go…

We are looking for an experienced analyst to join our Care Operations team and lead workforce analytics across our 17 global markets(e)You will be responsible for KPI tracking and analysis, financial forecasting, and planning our resource allocation to deliver an outstanding experience to our customers and partners in a cost efficient and effective manner.

In the role, you will…

• Be responsible for forecasting our customer and partner contacts across our 17 global markets, and developing an effective resource plan by language and contact channel.
• Monitor and update all of our core KPIs and ensure that SLAs are met across all our channels, Phone, Email, etc(e)to ensure we reach our targets.
• Analyse contact reason codes and trends to ensure accurate forecasting and provide insights to the Care team and our Country Operations teams.
• Partner with our Global Business Intelligence & Analytics team to develop and deploy the optimal process for contact forecasting and KPI tracking.
• Assist Associate Directors of Care and Team Leads in developing agent work schedules to ensure SLA management and drive customer and partner satisfaction.
• Maintain performance reports to track Care team performance and provide insights on contact reasons to our Country Directors and Product/Tech teams to drive continuous improvement to our customer and partner experience.
• Monitor reporting analytics to keep track of employee and operational productivity and performance; analyse performance data and recommend strategic changes that will drive continuous improvement in our performance.
• Meet company financial objectives by assisting the VP of Care in running our annual budget and quarterly financial forecasting process; identify and initiate corrective actions to meet or exceed the budget/forecast.
• Analyse contact drivers and identify opportunities to minimise cost per contact.

You meet the following requirements…

• You possess relevant experience with financial modelling and workforce planning; ideally you have done this in a Customer Service or Operations capacity and understand how to model customer contacts, contact rate, employee cohorts, etc(e)across multiple markets & languages to recommend resource needs and allocations
• A track record of operating in a high-growth organisation, with an ability to ruthlessly prioritise and adapt in a fast evolving environment.
• You have strong communication skills and the ability to clearly communicate insights and findings to cross functional stakeholders to drive action and impact.
• You are highly analytical with a demonstrated ability to work with complex data sets and conduct robust data analysis in order to make better decisions in a fairly complex environment.
• Full professional proficiency in English is required.
• You are located in Europe, preferable in one of these cities: Paris, Madrid, London, Amsterdam, Berlin or Copenhagen.
• You share our values and have a true passion for sustainability - you understand the urgency of action for the planet.

Our values

• We fight together: Food waste is a big beast to fight(e)We can do it if we fight together as Waste Warriors with no ego(e)We believe in a #oneteam.
• We raise the bar: We always push for more(e)We work smart, smash barriers and elevate one another in pursuit of our mission.
• We keep it simple: Our ambitions are bold but our solutions are simple.
• We build a legacy: We’re proud of the change we’re driving. 
• We care: We always look out for each other(e)Caring is also about the way we do business(e)We do the right thing. 

What we have to offer 

• A rare opportunity to work in a social impact company (and certified B Corporation!) where you get to wake up every day knowing you’re achieving positive change.
• The experience of being part of an international company with 1350+ enthusiastic and highly talented teammates across 17 countries (and growing).
• Strong personal as well as professional development in an intense and high-growth scale-up environment.
• An open company culture where you have the independence and room to unleash your creativity.
• A strong team culture where successes are celebrated together.

How to apply

• We take recruitment very seriously, so please carefully check the role requirements and see our website and international media for an overview of Too Good To Go.
• Submit your CV and Cover letter in English.

• Please note that we only accept applications coming through our platform(e)No CV or Cover Letter will be accepted by email or LinkedIn direct messaging.

Interview process

The application and interview process consists of:

• A 45’ video call interview with a Global Talent Acquisition Partner.
• Two 60’ video call interviews with our VP of Care and an Associate Director of Care
• A case study to be presented in a video call(e)You will have 5 days to develop the case study to present it using slides as supportive material(e)Panel members will be: VP of Care, Associate Director of Care, and a Care Operations Manager
• The candidate needs to successfully pass a step before moving on to the next one.

Job Ref - #LI-CR1