Blablacar recrute un(e)
Operational Excellence Project Manager (Spanish/Italian required)
CDI • Paris, France
Cette offre est lié au département Operations excellence
Mots clés:
Project manager
About BlaBlaCar
BlaBlaCar is the world’s leading community-based travel network, connecting over 100 million members across 22 countries looking to carpool or travel by bus(e)By sharing rides and filling empty seats on the road, our community avoids 1.6 million tons of CO2 emissions every year (as if Paris was free of road traffic for a year!)
We are a global and diverse team of 700+ people with 45+ nationalities, and headquartered in Paris(e)We’re constantly looking for new ways to leverage technology to create a more affordable, convenient, flexible and sustainable way to travel(e)And we are always on the lookout for people who care about making a positive impact.
Your Mission
We are looking for an Operational Excellence Project Manager to join the Operational Excellence and Customer Experience team in the Operated Buses department(e)The team is responsible for delivering the best travel experience to bus passengers and its ultimate goal is to maximize passenger satisfaction.
You will:
- Be an actor on our Customer Experience strategy that includes physical and digital touchpoints
- Monitor and improve the quality of operations and more specifically the operations of our bus partners
- Ensure an excellent onboarding and follow-up experience for our bus partners
Your responsibilities
- Be responsible for bus partner operational management on selected topics, from the post-contractualisation onboarding all the way down to leading performance review meetings in order to engage with partners and solve their operational challenges
- Monitor customer satisfaction on bus lines, identify pain points, proactively develop initiatives to improve it
- Define buses and captains processes standards, implement these and verify that these are duly respected
- Collect and analyze quantitative and qualitative operational data (such as punctuality, breakdowns, cancellations, buses and captains compliance with BlaBlaCar standards)(e)Interpret and use the KPIs to define internal and external actions to improve operational performance(e)You will be looking at existing dashboards and interacting with internal stakeholders to get field feedback.
- Manage projects relative to continuous improvements of business processes
- Coordinate and influence internal stakeholders to ensure strategies that foster customer experience including Passenger Communication & Customer Support are well delivered
- Contribute to programs with strong business processes & tech dimensions such as Passenger Communication or Bus Partners Quality Management tool
Your qualifications
- You have a Master's Degree in Business Administration, Engineering, Transport and Mobility, Quality Management
- You have a first experience (1-3 years) in an operational role or project management role
- You have strong analytical skills - you can analyze data and present concise and actionable insights
- You have excellent communication skills and enjoy sharing and learning from others
- You are organized, results-driven, and are able to prioritize in a changing environment
- You are fluent in English, Italian and Spanish(e)French proficiency is a plus.
- Willingness to be in the field - travel 10-20% of the time to meet passengers, bus captains and bus carriers
Additional information
If you don’t meet 100% of the qualifications outlined above, tell us why you’d still be a great fit for this role in your application!
What we have to offer
- 🌎 An international environment with over 45+ nationalities
- ⚖️ A hybrid, flexible workplace with family-friendly policies
- 💡 Learning opportunities via access to training, mentorship, internal development programs, or our weekly team-all BlaBlaTalks and Tech & Product Demos
- 🤝 Team-building events like our weekly afterworks, breakfasts, our annual Coding Night or Impact Day
- 🌱 A product and a workplace with a strong commitment to sustainability
- 🧭 Shared BlaBlaPrinciples that are the foundation of our culture and everyday decisions
- 💵Home office financial support for equipment
- 🚗Relocation package & visa support
- 📈Equity for all program
- 🌳Company events like the impact day & coding nights
- 💻Learning possibilities through trainings, mentoring, internal development programs, and events.
- 🚌Free carpooling and bus rides
- 👶1 month additional parental leave 100% paid
- 🌴1 vacation days per month
- Of course we also cover the basics like transportation, healthcare, meal plan, etc.
To know more, check out our 100 reasons to join BlaBlaCar!
Your Future Benefits
We offer benefits that have a positive impact on you and our society, just like our product!
We are flexible - We adapt to your needs:
We are impactful - We shape our future together:
We care - We care about you and your needs:
Interested in joining the ride? Here’s what your hiring journey will look like:
- a 45-min video-call with one of our Talent Acquisition Managers, Hien Hoang to get to know you, understand your career expectations and answer your questions
- a 45-min video-call with Operational Excellence Lead Marie Guyot to deep dive into your people skills and experience in operations
- a fully remote exercise to evaluate your technical skills, including a presentation to Operational Excellence Lead Marie Guyot, Traffic Control & Set-up Manager Adrien Bethuys and Lead Procurement & Bus Partnership Jonas Bisagni
- a 30-min interview with our Head of Operations and Supply, Aurélien Gandois, for a final validation
Usually, our hiring process lasts on average 20-25 days and offers usually come within 48 hours.
BlaBlaCar is an equal opportunity employer(e)We celebrate diversity and are committed to creating an inclusive environment for all employees.