Operations Manager

Operations Milan, Italy


Description

About Us

ProntoPro.it is Italy's largest local service marketplace, now expanding internationally. We help millions of customers to find a local service professional: we cover 500+ services, ranging from wedding photographers to plumbers to guitar teachers. Within a few years, we expect that booking a plumber or a painter online will be as effortless as buying a book. Today that's not the case, and we're out to change it. The opportunity is huge.

We are a fast-growing startup: 2 people in March 2015, now we are over 100. We strive to minimize bureaucracy and maximize impact: often the brain and motivation are more important than experience; we work in open space, because communication needs to happen quickly; everyone has very large responsibilities, because we think hand holding is counterproductive.

We are looking for people who want to help us build a service that everyone will use multiple times a year; a service that will make a difference in society. It's not an easy job.

You

Have 5-6 years of experience in consulting or tech companies with strong operations dept like e-commerce or marketplace. In addition, you:   

 Can share a list of projects or initiatives through which you brought impact to the company you have worked for;
 Have created scalable processes for all aspects of your work increasing efficiency and speed of execution;
 Have experience at people management and a tracked record of achievements at leading teams;
 Are Excel ninja. SQL experience is nice to have but not required;
 Apply analytical reasoning to identify problems, find solutions and make improvements;
 Have a learning mindset: you are in a constant learning mode and don’t get frustrated if you don’t know how to solve a problem, you insist on looking for a solution unless you make it.
 Are professional in English.

Your Role: Operations Manager

ProntoPro has an exceptionally ambitious goal. Achieving that goal requires going from "Startup-style Operations" to "World-class Operations": this is what you will have to achieve. In details:

 You will lead 2 teams: Customer Care and Marketplace Operations (roughly 10 people at the time of writing) to improve Customer Satisfaction, Trust Metrics and Operational Efficiency;
● You will define roadmaps and execute against them;
 We can't improve what we don't measure: so you will measure everything;
 You will work with Product and Design teams to change our website/app/Backoffice to suit our Operations needs;
 You will define how Operations can help other areas - such as Sales, Marketing, Product - and help amplify their impact;
 You will create a culture of excellence in your team, set clear targets and objectives, ensure communication processes work efficiently and people’s engagement is high;
 We are a startup: there are dozens of other projects that you may end up doing to help us achieve our goal and that probably don't fall under the category "Operations".