About Preply
Preply creates human-led, technology-enabled learning experiences that connect learners with tutors and support personalized learning journeys. Its platform serves over 100,000 tutors teaching more than 90 languages to learners in 180 countries.
Responsibilities
•Own CSAT, contact rate, and other leading experience metrics for learners and tutors
•Monitor performance, identify trends, and diagnose root causes
•Turn data and customer insights into recommendations for Product, Growth, Customer Care, Supply Operations, and Localization
•Lead cross-functional programs from scoping and alignment through execution and impact tracking
•Build feedback loops between expansion markets and global teams, turning local insights into company-wide improvements
•Create, update, and maintain policies governing learner and tutor experiences across new geographies and subject areas
•Map end-to-end user journeys and identify friction points to drive structural improvements
•Define and document scalable CX processes for each expansion
•Align policies and processes across Product, Growth, Customer Care, Supply Operations, and Localization
•Drive go-to-market readiness with Supply Operations and Customer Care Change Management, ensuring tools, workflows, and team knowledge are ready before launch
•Coordinate smooth, well-timed launches across Product, Growth, Customer Care, Supply Operations, and Localization
•Flag risks early, own their resolution, and drive timely decisions
•Run post-launch reviews and apply findings to policies, processes, and future expansion playbooks
Requirements
•4+ years in strategy and operations, consulting, marketplaces, or high-growth tech roles
•Proven experience leading cross-functional initiatives, geographic expansions, or new vertical launches end-to-end with clear outcomes
•Strong analytical skills, including root-cause analysis and translating insights into business and product recommendations
•Excellent program and project management skills
•Experience writing or owning customer-facing policies or operational processes
•Strong communication, stakeholder management, and influencing skills
Nice to have
•Experience influencing CX KPIs such as CSAT, NPS, and contact rate
•Marketplace or platform experience supporting a large base of customer and supply partners
•Experience creating and improving customer support agent workflows
•SQL and BI fluency, such as Looker
Benefits
•Monthly allowance for lessons on Preply.com
•Learning & Development budget and time off for self-development
•Competitive financial package with equity, leave allowance, and health insurance
•Attractive relocation package to join the Preply Barcelona Hub
•Free mental health support platforms
•Access to Gympass-partnered wellness and gym centers throughout Spain
