Lucca is looking for an Operations Manager - Care to join our Care Operations team. We are seeking an analytical and impact-driven individual to own one of our key scopes—Care or Fraud & Claims—end to end.

What You'll Do

Define, track, and analyse operational KPIs to identify trends, root causes, and improvement opportunities.
Lead cross-functional operational projects, from process audits to tooling, automation, and training.
Manage outsourcing partners (BPOs): define performance standards, track KPIs, drive quality improvements, and address performance gaps.
Turn user feedback and ticket analysis into actionable insights and drive impact with Product, Tech and Marketing teams (Care scope).
Scale Care operations through process, tooling, and training improvements (Care scope).
Analyze fraud signals, claims data, and operational metrics to identify risks and inefficiencies (Fraud & Claims scope).
Lead initiatives to strengthen controls, automate workflows, and improve scalability (Fraud & Claims scope).

What We're Looking For

2+ years in operations, operations management, or a similar role in a fast-paced environment.
A strong operations mindset and take pride in building reliable, scalable, and high-quality processes.
Comfortable defining, tracking, and analysing KPIs, and using data to make decisions and prioritise improvements.
Take end-to-end ownership of complex operational topics, proactively driving solutions and ensuring high standards.
Enjoy identifying and resolving operational challenges, continuously looking for ways to improve processes.
Comfortable working with complex datasets and operational tools to investigate issues, identify patterns, and support operational decisions.
Care deeply about users and operational teams, and use empathy to improve processes, quality, and overall trust.
Native in French and fluent in English both written and spoken.

Nice to Have

Experience working with or managing outsourced teams (BPOs) is a strong plus.

Team & Environment

You will be joining the Care Operations team.

Benefits & Compensation

Flexible remote (only to specific fully remote positions): If you live in Paris, you can choose to work from our office or from home with no constraints. If you live elsewhere, we can provide access to a coworking space and a coworking budget.
Work from anywhere (full-time only): Full-time employees can work from most countries in the world for up to 3 months per year.
After 4 years, spend one month in our New York office.
Yearly offsite in amazing locations and budget for team-building events & quarterly in-person gatherings.
Contribution to your ClassPass subscription.
8-week paid parental leave.

Work Mode

This role is hybrid, based in Paris, Barcelona, or New York.

At Lucca, we believe that flexibility and trust are essential. Our mission is to revolutionize shopping, empowering people to find what they need, make informed decisions, and save money. It’s still day 1, come build the future of shopping with us!