Senior Project Specialist - Lesson Experience

Barcelona, Remote. Posted 17 days ago

The role

You will strengthen the end-to-end lesson journey including scheduling, delivery, and issue handling. You will translate customer signals and operational data into scalable workflows, policies, and cross-functional fixes.

What you will do

Own key satisfaction and operational metrics like CSAT and contact rate
Analyze feedback and operational data to identify trends and root causes
Partner with Product, Customer Care, and Supply Ops to prioritize opportunities
Design and refine Customer Care workflows for scheduling and lesson exceptions
Identify systemic issues requiring product or policy changes
Support change management for high-impact launches
Ensure customer signals inform product and operational roadmaps
Lead or contribute to cross-functional initiatives
Align stakeholders, manage dependencies, and remove blockers
Track outcomes and communicate measurable impact against KPIs

Required qualifications

4+ years in Customer Experience, Operations, Program/Project Management, or Consulting
Proven track record designing and refining operational workflows
Strong execution and prioritization skills
Able to influence without direct authority
Analytical and data-fluent
Proficient with BI tools (e.g., Looker)
Basic SQL knowledge
Strong communication and stakeholder management
Customer-centric, proactive, and solutions-oriented

Nice to have

Experience moving CX KPIs (CSAT/NPS/contact rate) and understanding the levers behind them
Experience with Lean / Six Sigma or similar approaches

Benefits

Open, collaborative, dynamic, and diverse culture
Generous monthly allowance for lessons on Preply.com
Learning & Development budget, including time off for your self-development
Competitive financial package with equity, leave allowance, and health insurance
Access to free mental health support platforms
Access to Gympass-partnered wellness and gym centers throughout Spain

About the company

Preply is a category-defining company that helps people discover tutors and craft personalised learning journeys. They have reached unicorn status with a $150M Series D.