Operations Analyst - Consumer Care

Since Alma’s launch in 2018, our growth has been exponential: every month, dozens of new merchants install our solution and thousands of new customers use Alma for the first time. This growth implies a high operational workload that continuously needs to be processed and improved.

The Operations team is responsible for setting up and managing the processes to provide consumers and merchants with the best user experience.

We are offering you a role at the heart of Alma's operational engine. A classical blend of getting your hands dirty while taking a big step back, which is what Ops are all about!

About the job

As an Operations Analyst - Consumer Care, you are the main owner of all subjects related to consumer support (process creation and continuous improvement, long-term projects, incident management, operational expertise, etc.). In more details:

Working closely with our Operations leadership members (VP of Operations, Head of Operations France and Operations Managers), you will have the following responsibilities:

• Expertise & ownership
  • Become the business expert on consumer lifecycle (support, consumer journeys, product iterations, etc.).
  • Be the main Ops point of contact on all subjects related to the Consumer care scope, handling the relationship with all stakeholders: Collection, Risk, Compliance, Legal, Internal Control, etc.
  • Be the point of contact for Product & Engineering teams in the delivery of all consumer care related topics. Make sure that our roadmaps and priorities are aligned, and that teams are aware of our stakes and focus points. Gather feedback from the ground to help them identify priorities.
  • Design and improve care and litigation processes in collaboration with internal stakeholders executed by our Customer Care officers (our in-house operational team).
• Operational excellence
  • Facilitate and scale the day-to-day of operational teams (internal and external) on all processes and actions they may participate in.
• Project management & strategy
  • Create and run small to large projects and plans to address improvements and new initiatives autonomously, and large or long term projects with manager’s support.
  • Work hand in hand with the Senior Ops Manager - Consumer to define the team roadmap, the priorities, the level of involvement on each project & task.
  • Be punctually involved in topics within the Consumer scope that are not directly linked to Consumer care (Merchant care, Consumer risk, and Consumer collection for example), as a way to work more transversally.

As an Operations Analyst, your impact on the business will be immediate and tangible: your actions build a positive consumer experience on a daily basis, and improve Alma’s operating margin.

About you

Alma is the right fit for you if you are:

• Customer-centric: you understand and wish to exceed customers’ expectations in all circumstances
• Humble: you understand that you have to learn, and are eager to do so. You handle your relationships with the appropriate level of confidence, and do not believe that you hold all the answers.
• Autonomous, resourceful and solution-oriented: you are a doer, you know how to find a solution to each problem, and to quickly bounce back in case of failure.
• Rigorous and organized: You work in a methodical and structured way, you don't leave any unfinished business unattended. You don’t leave anything to chance, and always weighs the situation before taking a risk.
• A strong communicator: You communicate clearly and synthetically in writing and orally. You don’t like spelling mistakes and they don’t like you.
• An analytical thinker: you know how to define and analyse KPIs, you have a systematic data-informed approach when dealing with any kind of topic.
• Creative and a fast learner, you have a real desire to constantly experiment and try new things.
• You have a good level of English and French.
• The precise experience and academic background you have don’t matter that much, if you’ve already worked in an office for a while and you consider you have a sharp mind, go for it.

About the recruitment process

• Visio call with Ryslene, our Talent Acquisition Manager
• Visio call with Maxence, Senior Operations Manager
• Case study with Maxence
• Team fit