Project Specialist — Lesson Experience

Preply provides a platform where learners find tutors, follow personalized learning journeys, and study languages. Its human-led, technology-enabled approach supports learners and tutors worldwide.

• Own lesson-journey satisfaction and operational metrics, including CSAT and contact rate
• Analyze feedback and operational data to identify trends, root causes, and recurring friction points
• Partner with Product, Customer Care, and Supply Ops to prioritize high-impact opportunities
• Design and refine Customer Care workflows for scheduling, lesson delivery, and lesson exceptions
• Ensure workflows cover edge cases, escalation paths, and clear decision-making
• Identify systemic issues requiring product or policy changes and co-design fixes with stakeholders
• Support change management for high-impact launches, including processes, tooling, routing, escalations, knowledge content, and enablement
• Ensure customer signals and operational learnings inform product and operational roadmaps
• Turn feedback into actionable recommendations, balancing customer impact with feasibility and effort
• Partner with Product and Supply Ops to validate pilots and track post-launch impact
• Lead or contribute to cross-functional initiatives focused on satisfaction, policy adoption, and operational efficiency
• Align stakeholders, manage dependencies, remove blockers, and keep delivery on track
• Track outcomes and communicate measurable impact against KPIs

• 4+ Years in Customer Experience, Operations, Program/Project Management, or Consulting
• Proven experience designing and refining operational workflows
• Strong execution and prioritization skills; able to influence without direct authority
• Analytical and data-fluent, with the ability to turn signals into business and product recommendations
• Proficient with BI tools such as Looker and basic SQL knowledge
• Strong communication and stakeholder management skills
• Customer-centric, proactive, and solutions-oriented
• Будет плюсом: experience improving CX KPIs such as CSAT, NPS, and contact rate and understanding their drivers; experience with Lean / Six Sigma or similar approaches, including process mapping, redesign, and performance initiatives

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