About Us
Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we’re on a mission to power real work, with real impact.
We’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.
Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.
At Perk, we’re driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you’re excited about having a real impact and shaping how millions of people experience work, we’d love you on the team.
Visit www.perk.com to learn more.
We are looking for a Senior Reporting Manager to join the Customer Care team! You will be accountable for ensuring that the Customer Care Leadership Team has the right data at the right time to understand issues in detail and make the right strategic decisions in its pursuit of a 7-star service to customers. You will provide a systematic review of our performance, driving for the right interpretation and calls to action, playing a decisive role in shaping our data-first culture.
About the Role
After the first 2 months in the role:
You are well familiarized with the operational performance of the CC teams and processes, the internal dynamics, and the challenges teams face.
You have mapped the team structure and operating model required to provide the reporting structure and insights within Customer Care
At the same time, from your experience, you are already looking for areas of improvements
Afterwards:
Take ownership and spearhead our entire reporting structure and process while creating new strategies to ensure all teams have the correct insights and support where needed.
Set in place an assortment of methodologies and procedures for teams and stakeholders to generate a virtuous cycle in operational performance via your reporting and data insights.
Sharpen the culture of delivery, impact tracking, iteration and atomization. Engaging agent teams and other functions into the change culture
What You’ll Do
Define and document unequivocal definitions for the key performance indicators, aligning the needs of the different stakeholders involved
Design, with the relevant stakeholders and decision-makers, the required dashboards to track performance, of both business-as-usual activities and specific projects
Work with Tools and Data to structure and automate key reports and dashboards to monitor the business performance
Work cross functionally with other teams including quality, training, workforce management and operations, to understand the voice-of-the customer data, recommend continuous improvements, and drive change
Write regular business performance reviews including weekly and monthly updates and quarterly business reviews, interpreting the recent evolution and highlighting issues
Perform deep-dive analysis on KPIs, to extract insights on underlying issues and challenge existing processes. Proactively contribute to the development of the overall customer experience including development/improvement of systems and data
Ensure the data is kept true and consistent following product releases and updates to our tools
Identify bottlenecks in data collection and sharing and work with stakeholders to define processes to make data available in a timely manner, including real-time where relevant
Contribute to maintain a single source of truth by identifying potential inconsistencies and working with the Tools and Data teams to mitigate them
Work closely with the Strategy function by helping to generate hypothesis and to build a fact-based to support decision-making
Support other departments in Customer Care in setting up consistent dashboards and by sharing knowledge about the definitions and potential of our data
Spearhead a culture transformation to place data as the driver of prioritization and decision-making across Customer Care
Coach an Analyst to extend the capacity, reach and impact of the Reporting function
Carry out supervisory and management responsibilities in accordance with the organization's policies and procedures
Shape the direction of the team, keep them focused and motivated to deliver the right results in an ever-changing business environment
Understand and demonstrate Perk’s core values and leadership principles
What We’re Looking For
Significant experience and seniority, gained over many years of honing knowledge and skills in an operational reporting function
Strong understanding of the operational dynamics and KPIs of a contact center
Experience writing communications for middle and top management
Strong business acumen with an ability to understand the direction and goals of the business
Strong analytical problem solving skills to work with complex data and information and present findings, issues and recommendations in a clear and concise manner
Business Intelligence knowledge and experience with Analytics tools (e.g. Looker, Tableau)
Comfort working under tight deadlines and with limited or ambiguous information
Ability to work independently, anticipate problems and suggest solutions
Ability to communicate effectively, influence and drive change while building rapport and credibility quickly with all levels in the organization
Relationship building skills as a collaborator, connector and networker
Fluent written and oral communication in English
Self-organized, proactive and strong attention to detail
Growth mindset
Bonus points for:
Technical degree (data analysis, data science)
MBA
Programming skills (e.g. SQL, Python)
Experience working in a growth-stage technology company
Experience in the travel industry
Experience with relevant applications, including but not limited to:
Multi-channel operations, i.e. voice support, email
CRM/Customer Support tools (e.g. Zendesk, Twilio)
MS Office applications (Word, Excel, Power Point)
What do we offer
Receive competitive compensation and equity ownership in Perk
Rest and recharge with our generous allocation of vacation days plus public holidays
Take control of your physical health with your choice of private healthcare or a gym allowance
Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
Join our unforgettable Perk events, including our spectacular annual summer party
Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
Make your money go further with our flexible compensation plan
Focus on your family with 17 weeks’ paid parental leave during your child’s first year
Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
Broaden your horizons with up to 20 "Work from Anywhere" days per year
Nurture your language skills with in real-life English, Spanish and Catalan lessons
Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
Let us help you move to one of our hubs with relocation support
How We Work
At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.
For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.
Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you.
Protect Yourself from Recruitment Scams
All official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security [at] perk [dot] com, and we will confirm whether it is legitimate.
Top Skills
Perk Edinburgh, Scotland Office
Perk Edinburgh Office
3rd Floor, Nova House, 3 Ponton St, Edinburgh, United Kingdom, EH3 9QQ
