Growth Operations Lead - Permanent - CDI - Barcelona

<p><span>Since 2015, papernest has been transforming the way people manage their contracts, making subscription, management, and switching simple through one smart, intuitive platform.</span></p><p><span>We have supported more than 2 million customers across France, Spain, and Italy. Along the way, we have continued to invest in new verticals, establishing papernest as a high-performing, innovative, and competitive scale-up in a fast-growing market.</span></p><p><span>With over 900 employees, we are strengthening our position as a European market leader.&nbsp;</span></p><p>As a <span><strong>Growth Operations Lead</strong></span>, you will be responsible of m<span>aximise revenue and conversion from all French B2B2C partnerships (banks, real‑estate agents, etc.) by:</span></p><ul><li><p><span>ensuring best‑in‑class reachability through a robust telephony set‑up,</span></p></li><li><p><span>driving outstanding prospect‑to‑client transformation rates,</span></p></li><li><p><span>delivering a premium customer experience that maintains partners’ trust,</span></p></li><li><p><span>onboarding new partners quickly while providing rapid, data‑driven feedback on performance potential.</span></p></li></ul><h3><span><strong>Key Responsibilities :</strong></span></h3><ol><li><p><span><strong>Telephony Architecture &amp; Reachability</strong></span></p><ol><li><p><span>Own design, routing rules and continuous optimisation of call‑back infrastructure.</span></p></li><li><p><span>Monitor reachability KPIs (QoS_P, SLA …)</span></p></li></ol></li><li><p><span><strong>Conversion &amp; Funnel Ownership</strong></span></p><ol><li><p><span>Track and improve each step of the scheduled‑call funnel to maximise NTR and revenue per lead.</span></p></li><li><p><span>Analyse drop‑off causes, run A/B tests on scripts/slots, and roll out winning playbooks to Sales teams.</span></p></li></ol></li><li><p><span><strong>Partner Relationship Excellence</strong></span></p><ol><li><p><span>Guarantee seamless, high‑quality customer interactions that reflect positively on partner brands.</span></p></li><li><p><span>Provide Stakeholders (IS, Strat Parts) with transparent performance reporting and actionable insights.</span></p></li></ol></li><li><p><span><strong>Internal Sales Team Coordination &amp; Quality Control</strong></span></p><ol><li><p><span>Work closely with Sales Management and Support teams to align targets, coach agents, and ensure compliance with scripts &amp; quality standards.</span></p></li><li><p><span>Keep processing costs under control while protecting customer satisfaction scores.</span></p></li></ol></li><li><p><span><strong>New Partnership Onboarding &amp; Feedback Loop</strong></span></p><ol><li><p><span>Industrialise onboarding process for new partner flows (quick mapping, SLA definition, go‑live).</span></p></li><li><p><span>Deliver first‑week performance dashboards and qualitative feedback to Strategic Partnership teams specific to every launch.</span></p></li></ol></li></ol><h3><strong>Your profile :&nbsp;</strong></h3><ul><li><p><span>You have 3–5 years of experience in operations.</span></p></li><li><p><span>You will manage a team of 2.</span></p></li><li><p><span>Strong analytical mindset; comfortable manipulating KPIs and turning them into decisions.</span></p></li><li><p><span>Proven ability to manage/coach internal sales teams and uphold quality standards.</span></p></li><li><p><span>Excellent stakeholder communication; able to translate operational data into partner-ready insights.</span></p></li><li><p><span><strong>Languages </strong>: French bilingual (C2) &amp; English comfortable in a cross-site environment (Barcelona × France).</span></p></li></ul>&l