Operations Excellence Analyst

Paris or Remote from France /
Operations – Operations Excellence /
/ Remote
About BlaBlaCar
BlaBlaCar is the world’s leading community-based travel network, connecting over 100 million members across 22 countries looking to carpool or travel by bus. By sharing rides and filling empty seats on the road, our community avoids 1.6 million tons of CO2 emissions every year (as if Paris was free of road traffic for a year!)
We are a global and diverse team of 700+ people with 45+ nationalities, and headquartered in Paris. We’re constantly looking for new ways to leverage technology to create a more affordable, convenient, flexible and sustainable way to travel. And we are always on the lookout for people who care about making a positive impact.

Your mission

We are looking for an Operational Excellence Junior Analyst to join the Operational Excellence and Customer Experience team in the Operated Buses department. The team is responsible for delivering the best travel experience to bus passengers. As an Opex Junior Analyst, you will manage bus partners to ensure they are continuously committed to delivering great operational performance (you are introduced  after a partner has been found for the line), you will monitor the quality of operations and you will contribute to the development of new initiatives and the improvement of processes to increase passenger satisfaction. 

Your responsibilities

Bus Partner Operational management (Account Management)
1. Manage the line launch:
You will step in once an agreement has been signed and will run the whole launch process: you will translate a business agreement on a given route into a fully operational line compliant with our service quality standards  
- Coordinate and oversee all logistical and technical aspects of launching new BlaBlaCar bus line, working closely with operations (Road Safety, Bus Stops), network and procurement teams 
- Onboard the partner on BlaBlaCar processes especially with regards to driver tools and vehicles standards

2. Manage and develop partner relationship: 
- Be the go-to person for operational enquiries 
- Develop a solid understanding of the performance of the partners by analyzing KPIs and customer feedback analysis, and interacting with other teams
- Lead performance review with the partners to identify partners’ challenges and recommend solutions to increase their performance

Performance monitoring & Project Management
- Monitor customer satisfaction and service quality KPIs, as well as the compliance of buses and captains with our standards 
- Define and implement new solutions and quick wins that foster operational excellence (for example regarding Bus partners engagement strategies, fleet standardization) 
- Contribute to projects with strong digital emphasis such as passenger communication, drivers tools, bus partners tools, etc

Your qualifications

    • You have an academic background Business Administration, Engineering, Transport and Mobility, Quality Management
    • You have a first experience (1-3 years) in an operational role or project management role 
    • You have excellent communication skills, you’re humble and assertive and you can adapt to a large set of stakeholders 
    • You have strong analytical skills - you can analyze data and present concise and actionable insights
    • You are able to take a step back, prioritize and focus on added-value tasks 
    • You are fluent in French and English. Spanish or Italian proficiency is a plus

Additional information

    • Willingness to be in the field - travel 10-20% of the time to meet passengers, bus captains and bus carriers 

    • If you don’t meet 100% of the qualifications outlined above, tell us why you’d still be a great fit for this role in your application!

What we have to offer

    • 🌎 An international environment with over 45+ nationalities
    • ⚖️ A hybrid, flexible workplace with family-friendly policies
    • 💡 Learning opportunities via access to training, mentorship, internal development programs, or our weekly team-all BlaBlaTalks and Tech & Product Demos
    • 🤝 Team-building events like our weekly afterworks, breakfasts, our annual Coding Night or Impact Day
    • 🌱 A product and a workplace with a strong commitment to sustainability
    • 🧭 Shared BlaBlaPrinciples that are the foundation of our culture and everyday decisions
    • To know more, check out our 100 reasons to join BlaBlaCar!

We are dedicated to flexibility, growth and well-being at work:

    • Full remote possible in the country of the role
    • 1 additional month parental leave 100% paid
    • Financial support for home office equipment
    • Relocation package and visa support
    • Free unlimited carpooling & bus rides
    • Employee Stock Ownership plan
    • Minimum 25 days holiday per year
    • Local meal plan policies (Swile card in France)
    • 50% transportation paid in France (Forfait Mobilité Durable)
    • Mental health support through Moka.care

Interested in joining the ride? Here’s what your hiring journey will look like.

    • a 45-min video-call with one of our Talent Acquisition Managers, Hien Hoang, to get to know you, understand your career expectations and answer your questions
    • a 60-min video-call with Operational Excellence Lead, Marie Guyot, to deep dive into your people skills and experience in operations
    • a fully remote exercise to evaluate your technical skills, including a presentation to Operational Excellence Lead Marie Guyot and Lead Procurement & Bus Partnership Jonas Bisagni
    • a 30-min interview with our Head of Operations, Louis Sachot, for a final validation

    • Usually, our hiring process lasts on average 20-25 days and offers usually come within 48 hours.
BlaBlaCar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.