Wallapop - CS Transformation & Automation Lead
Requirements
• Operational Experience: Background in BizOps, Product Ops, or CX Strategy in high-volume environments (Marketplace, E-commerce, SaaS). • Cross-Functional Execution: Experience working closely with Product and Engineering teams. • Cross-Functional Execution: • CRM Expertise: Hands-on experience with tools like Zendesk, Salesforce, or Kustomer. • CRM Expertise: • Technical Fluency: Strong understanding of systems, integrations, and AI/LLM applications (no coding required). • Technical Fluency: • Analytical Skills: Ability to build business cases and measure impact using tools like Looker, Amplitude, or Tableau (SQL is a plus). • Process & Scale: Experience in process mapping and/or BPO or large-scale operations. • Process & Scale: • Stakeholder Management: Ability to influence across teams and manage external partners. • Stakeholder Management: • Languages: Spanish (fluent/native) and English (advanced) • Languages: • Do note that all our jobs are 📍 Barcelona based. We follow a hybrid model where flexibility rules. We commit to a minimum of 6 days per month in the office. Each team self-organizes to decide on cadence and in-person/remote rituals.
Responsibilities
• Define the Automation Roadmap: Prioritize initiatives that reduce Cost-to-Serve and improve customer experience. • Redesign Support Journeys: Identify friction points and implement scalable, data-driven solutions. • Build Operational Logic: Design routing, decision trees, and AI-driven workflows across CRM and voice channels. • Partner with Product & Engineering: Translate operational needs into scalable technical solutions and influence the roadmap. • Drive Alignment & Execution: Own cross-team prioritization and lead smooth rollouts, including BPO readiness. • Own Tooling ROI: Optimize CX tools (e.g., Zendesk) to drive automation, efficiency, and agent productivity.
Benefits
• Generous individual learning budget of 2K per year • Free office meals, lunch selection from different providers • Group and individual English, Catalan & Spanish lessons as part of our working day • Private Health Insurance with Alan • Flexible working hours + intensive Fridays • Flexible remuneration to deduct from gross salary (kindergarten/food/transport check) • Gym & Wellness plan, including physiotherapist in the office • Generous referral Program & Charity Donation • Bonus for weddings & newborns • Wallapop Renta (Tax income support) • Monthly product advantages (Wallapop Club) • Work anniversary Gifts and Birthday Surprises • Contribution towards your WIFI in your monthly payroll • One-off payment based on compensation package to go towards setting up your home office • Relocation package (monetary support and legal advice) and visa sponsorship, if applicable • 26 holidays per year • TOP hardware of your choice (latest Apple or Windows) • What does the hiring process for this position look like? 👀**Please, note that all interviews take place remotely over hangouts.** • the hiring process • Intro Call - run by talent acquisition, focus on providing more information about the role and the company as well as going over your experience, motivation, and expectations. This usually takes 45-60 minutes. • Intro Call • Take-home test - you will be assigned a task to submit within 5 up to 7 days where you will be able to showcase your expertise / technical skills required for the role. • Take-home test • Expertise Interview - run by the hiring team, focus on the required core skills and the ability to deliver in a given context. This usually takes 60-90 minutes. • Expertise Interview • Stakeholder Interview - run by relevant stakeholders reflecting the reality of the context of the role, focus on the ability to collaborate & deliver in a cross-functional set-up. This usually takes 60 minutes. • Stakeholder Interview • Culture Interview - run by culture interviewers, focus on adherence to Wallapop's purpose and business proposition. This usually takes 60 minutes. • Culture Interview • Offer - should you be the right candidate, your offer will be discussed over a call with talent acquisition and will then be confirmed in writing. • Offer
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