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QUALITY, CUSTOMER CARE & SERVICES

CX Outsourcing Manager

  • Contract Type: Full-Time
  • Location: New York, United States ()

About

BackMarket is the number one European (and soon global) marketplace specializing in the sale of fully refurbished tech devices.

Job Description

Back Market is the #1 marketplace for refurbished electronic devices in Europe and in the US, leading the way in a shift towards a circular economy, freeing the planet from electronic waste. We are proud to sabotage ‘new’ by connecting highly certified professionals to consumers who are looking for a more affordable, reliable and an ecological alternative to purchasing brand new products.  

Back Market is undergoing meteoric growth and has raised over 884M€ already! We have the objective of reaching 1000 Back Makers (or Saboteurs) by the end of 2022! 

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, Barcelona, New-York, Prague, Berlin and Tokyo). This is an opportunity for you to join a talented, humble and passionate team at the heart of innovation. 

Be a part of the movement. Join the refurb revolution.

The Outsource Manager's primary responsibility is to manage the operations required for selecting, implementing, and maintaining high-performing customer service teams supporting the U.S. business. This position will provide expertise and functional knowledge with analytics related to tracking and reporting key metrics for staffing, training, performance, and overall contract adherence of our outsource customer service relationships.

This position is part of the Back Market Care organization and provides expertise to operational teams, support groups, and service providers to ensure a high-quality engaging experience for all customers. The CX Outsourcing Manager will work with multiple outsource partners to serve as project lead for new partner onboarding, implementing new partner sites, executing change processes, and maintaining operational cadences as outlined within the vendor contract.

YOUR MISSION (IF YOU ACCEPT IT): 🏅

  • Incrementally improving all key performance metrics with a strong focus on customer satisfaction 
  • RFP and selection process
  • Manage the outsource partner implementation process for both new sites and changes to the program by working with internal and external stakeholders
  • Have a strong understanding of the business processes related to interpreting and implementing contracts
  • Accurate invoice reconciliation to control outsource cost 
  • Develop and maintain effective, proactive relationships and communications with internal business partners as well outsource partners to contribute to a successful overall experience
  • Working independently and with internal teams, build and execute project plans associated with new site launches, vendor staffing adjustments, product rollouts, and process improvements
  • Support the process of drafting new contracts, contract renewals and change orders
  • Establish and drive a culture of continuous improvement for outsourcing performance
  • Overcome obstacles with stakeholders to drive timely project completion, and partnering other departments to deliver on the required objectives
  • Communicate continuously with stakeholders to ensure assigned project tasks are completed on time, with the highest quality possible
  • Monitor and report outsource partner compliance
  • Identify, research, and resolve challenges to maximize efficiency and quality
  • Lead special projects as assigned
  • Continuous expansion of knowledge related to best practices, services, and tools for outsourcing and the call center industry. Use functional area knowledge and industry specific experience to anticipate obstacles and proactively recommend solutions
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • COPC Certification is helpful
  • Demonstrated analytical skills and ability to drive continuous improvement
  • Experienced in building relationships to work on cross-functional teams and to lead cross functional projects
  • Proven experience in leading projects - must possess a high level of creativity and ability to manage from conception through implementation
  • Demonstrated stakeholder management skills and solid negotiation capabilities
  • Great interpersonal skills (open, friendly, partnership oriented)
  • Experience working in a customer support environment with proven troubleshooting and problem-solving skills.
  • Prior experience with a process improvement methodology (Six Sigma, Lean, etc.) a plus 
  • Ability to manage multiple initiatives and timelines to meet required deadlines, while maintaining flexibility to serve business needsAbility to work independently in a global culture
  • Effective in multi-tasking, with strong organizational and time management skills
  • Demonstrated ability to succeed in a fast-paced environment
  • 3-5 years of vendor / outsourcer / relationship management required
  • Project management leadership experience helpful
  • Call center experience in a multi-channel environment is required
  • Bachelor's degree or equivalent work experience
  • Microsoft Office – Excel, Word, PowerPoint, and Project (or comparable project management tools)
  • Travel required – 10%- 20% max
  • Strong verbal and written communication skills in English. Other languages helpful
  • WHY SHOULD YOU JOIN US ? ✌🏼

    - A meaningful job: through hard work, you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!

    - An attractive salary, equity, multiple benefits (meal tickets, health insurance, etc...), parental benefits, relocation package, internal events, etc… 

    - Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!

    - Grow your career with a flexible career path, Back Market can help you evolve!

    - A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!

    - We embrace work life balance which includes flexible working hours and the opportunity to work from home. 

    - A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.  

    Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.

    Additional Information

    • Contract Type: Full-Time
    • Location: New York, United States ()
    • Education Level: Bachelor's Degree
    • Experience: > 5 years