Growth Operations Lead - Permanent - CDI - Barcelona

Growth Operations Lead 🚀

Since 2015, papernest has been transforming the way people manage their contracts, making subscription, management, and switching simple through one smart, intuitive platform.

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.

With over 900 employees, we are strengthening our position as a European market leader.

As a Growth Operations Lead, you will be responsible for maximising revenue and conversion from all French B2B2C partnerships (banks, real‑estate agents, etc.) by:

• Ensuring best‑in‑class reachability through a robust telephony set‑up.
• Driving outstanding prospect‑to‑client transformation rates.
• Delivering a premium customer experience that maintains partners’ trust.
• Onboarding new partners quickly while providing rapid, data‑driven feedback on performance potential.

Key Responsibilities:

Telephony Architecture & Reachability 📞

• Own design, routing rules and continuous optimisation of call‑back infrastructure.
• Monitor reachability KPIs (QoS_P, SLA …).

Conversion & Funnel Ownership 📈

• Track and improve each step of the scheduled‑call funnel to maximise NTR and revenue per lead.
• Analyse drop‑off causes, run A/B tests on scripts/slots, and roll out winning playbooks to Sales teams.

Partner Relationship Excellence 🤝

• Guarantee seamless, high‑quality customer interactions that reflect positively on partner brands.
• Provide Stakeholders (IS, Strat Parts) with transparent performance reporting and actionable insights.

Internal Sales Team Coordination & Quality Control ✅

• Work closely with Sales Management and Support teams to align targets, coach agents, and ensure compliance with scripts & quality standards.
• Keep processing costs under control while protecting customer satisfaction scores.

New Partnership Onboarding & Feedback Loop 🚀

• Industrialise onboarding process for new partner flows (quick mapping, SLA definition, go‑live).
• Deliver first‑week performance dashboards and qualitative feedback to Strategic Partnership teams specific to every launch.

Your Profile:

• You have 3–5 years of experience in operations.
• You will manage a team of 2.
• Strong analytical mindset; comfortable manipulating KPIs and turning them into decisions.
• Proven ability to manage/coach internal sales teams and uphold quality standards.
• Excellent stakeholder communication; able to translate operational data into partner-ready insights.
• Languages: French bilingual (C2) & English comfortable in a cross-site environment (Barcelona × France).

Mindset:

• Extreme ownership: you don’t outsource responsibility.
• Bias to action: default to “What’s the next concrete move?”
• Resilience: setbacks happen; you don’t whine, you iterate.
• Ability to unify and energize: you make teams move faster and cleaner together.

What we offer:

Thrive in an international and inclusive environment: everyone has a place at papernest. With over 46 different nationalities, it’s not uncommon here to start a sentence in English and finish it en français or en español.

¡💸 Compensation:

• A plan for Subscription Warrants for Company Creators (BSPCE) in accordance with company regulations.
• A Pluxee card to manage your tax level through a voluntary compensation system across different services (transportation, dining, and childcare).

🏆 Benefits:

• As a home insurance provider and a supplier of green electricity and gas, we offer attractive deals to our employees. After all, there’s no reason why things should only be simpler for our customers!

🩺 Health:

• Medical insurance through Alan or Sanitas to manage your healthcare expenses in an ultra-simple, paperless way, with up to 50% coverage by papernest (after 6 months in the company).

🍽️ Meals & partnerships:

• A healthy breakfast offered every Tuesday.
• Partnerships with various services in Barcelona (restaurants, sports, leisure, and care centers).

📚 Training:

• The development of our employees is essential. You will have access to ongoing training tailored to your goals, whether it involves technical, language, or managerial skills.

📈 Career Development:

• Numerous opportunities are available for you to grow, whether by deepening your expertise or exploring new paths. We support you in your professional ambitions.

✨ Remote Work:

• Enjoy 2 days of remote work per week to optimize your focus and efficiency.

Hiring process:

1. 45-min screen: career goals, top strengths with talent acquisition team.
2. Deep-dive interview (60–75 min): life story + drill one hard project to bedrock. The interview will take place with Jacques-Sully, our Head of Operations for the French Market.
3. Business Case (2 hours preparation + 60-min review): a real case to gauge your analytical skills, funnel understanding. Interviewer: Jacques-Sully.
4. Last Interview & Culture Fit (60–75 min): you will meet Olivier, our COO.

Interested in this challenge? 🙂

Don’t hesitate any longer—we look forward to meeting you!

Regardless of your age, gender, background, religion, sexual orientation, or disability, there’s a place for you with us. Our selection processes are designed to be inclusive, and our work environment is adapted to everyone’s needs.

We particularly encourage applications from women. Even if you feel that you don’t meet all the criteria outlined in this job posting, please know that every application is valuable. We strongly believe that diverse and varied backgrounds enrich our team, and we will carefully consider your application.

Parity and diversity are essential assets to our success.