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QUALITY, CUSTOMER CARE & SERVICES

Director of Operations, Customer Experience

  • 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 $510 million, with a valuation of $5.7 billion. We have the objective of reaching 600 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 part of a great and growing adventure that we hope will change the way the world consumes tech.

About the role:

At Back Market, our customer experience is pivotal to our marketplace’s success. Reporting directly to the Global Director of Customer Experience, you will lead the team responsible for ensuring that Back Market delivers a customer experience that matches (or beats!) buying new products at every step of the customer journey and in every country.

Back Market’s ambition is to convert consumers away from purchasing new smartphones, laptops, tablets and other consumer electronics and to purchase renewed.  To do that, we believe that “care” must go well beyond traditional customer care and encompass all the solutions that deliver both customers and our sellers with peace of mind.  

Your mission (if you accept it):

To deliver on that mission, our Director of Customer Experience will lead a transversal team, responsible for the quality of our customer experience from end-to-end. This includes:

1. Customer Service, including the team that manages and trains our Business Process Outsourcing (BPO) agencies and the project/process managers that resolve inbound customer service requests, identify opportunities to prevent future customer issues from occurring, and build the tools and processes to do so.  

2. Care Services, this is a collection of services that support how Back Market is able to support any customer request for a repair, replacement or refund.  Today those services include:

a. Accident Protection Insurance, today this service is limited to a customer service that provides customers the option to purchase additional protection on top of our 1-year limited  warranty.  This team is working to develop a range of seller facing insurances to support additional needs like package delivery.   

b. Back Care, which is a seller service which enables a seller to assign Back Market to handle all post purchase customer inquiries on behalf of the seller.

c. Back Repair, a service that allows our sellers to opt to have any device reported as defective by a customer quickly repaired in a local shop or via mail-in.

In this role you will:

* Serve as the voice of the US customer and drive the vision for exceptional care

- Develop an efficient portfolio of customer experience insights and analytics that compel strategic action to deliver a delightful and effortless experience.  And, educate executives and employees about customer experience realities, expectations and improvement opportunities. 

- Build a clear vision of our Customer Experience strategy along with a detailed data driven roadmap showing how you will deliver this vision. 

- Build our Customer Support contact channel strategy and structure a roadmap of initiatives backed with expected impact on our Customer Experience KPIs

- Build a clear vision of our required Tech evolutions to build the best Customer experience tools for our agents to best address our customer’s claims

* Strengthen and expand our Care Services

- Ideate, iterate and scale current and new Care Services that support how Back Market is able to support our customers and sellers with an exceptional post-purchase experience. 

* Grow the customer service team while keeping very high quality standard

- Scale our operations from 30 agents to 100+ by the end of 2022

- Drive the operations toward top notch Customer Support KPIs: response time,  customer satisfaction, iteration, time to solve, etc. 

- Follow-up and monitor customer experience KPIs evolution across all channels: underperformance root cause analysis, corrective action plans, proactive alerting, etc. 

* Own customer experience budget 

- You will be fully responsible for the budget and forecast of each team above, this includes:  forecasting, C-level approval, monthly reporting, board preparation, etc. 

* Team Leadership

- Ensure ongoing skill development and capability-building within the customer experience team.  

To help you on this journey you will:

1. Be supported by a team of 10+ talented Back Makers dedicated to the different aspects of your scope of work : BPO management, agent training, agent quality monitoring, support on social media, process improvement, customer experience and project/service management.

2. Collaborate with our current and future external BPOs

3. Work hand in hand with our Global “Voice of The Customer” team, dedicated to improving our customer experience globally (process, selfcare, product evolution, etc.) 

4. Work hand in hand with our Product and Tech teams on all tech projects needed to improve our after sales efficiency (agent’s tool, seller back office, billing and invoicing system, etc.)

5. Work hand in hand with the dedicated US General Manager and local cross functional leadership team

You are in the right place if:

  • 15 years of professional experience and more than two customer-management roles previously, such as voice of customer, experience design, customer care, customer intelligence, customer loyalty.
  • You have 5+ years of experience in an e-commerce company delivering strategic customer Experience improvements and have high customer experience expectations
  • You have work experience in multiple P&L units or multiple functional areas, such as marketing, quality, service, etc.
  • You are solution-oriented, focused on quick results, and lean approach
  • You engage easily at Top Management level, proactively advocating your visions, along with your data-driven roadmap to take our customer support to the next level 
  • You are an inspiring leader, outgoing and enthusiastic, thriving in an international environment
  • You have experience in hiring, managing teams and help people grow, encouraging problem-solving, strategic thinking and customer-orientation amongst the team
  • You have rock solid problem-solving and analytical skills with a data-driven mindset: you are adept at interpreting and leveraging data insights for constantly enhancing customer experience. You use it to make sure customer experience gaps do not occur or are resolved efficiently. You are able to see through data and identify potential concerns and their respective solutions to be able to guide the team to deliver best-in-class customer experience
  • Recruitment process

  • Recruiter Screen with Felipe, our Talent Acquisition Partner
  • Interview with Youenn, our Director of Customer Delight
  • Interview with Lauren, our General Manager US
  • Interview with Serge, our Chief Commercial Officer
  • Interview with Raoul, our Chief Operations Officer
  • #LI-FN1

    WHY SHOULD YOU JOIN US ? ✌🏼

    - An attractive salary that comes with equity options, health insurance, paid maternity and parental leave, 401K, commuter benefits, mental health support, and more,

    - Flexible working hours and hybrid models that let you choose which days you to work in the office and at home (because work-life balance is an individual right).

    - Professional development programs, internal mobility, and the opportunity to make your career what you want it to become.

    - A meaningful mission. But also fun. We're serious about changing the landscape of the electronics industry and we like to keep things spicy.

    - A booming scale-up: we are rapidly growing in Europe, the USA and in Asia!

    - Welcoming, safe, and inclusive working environment where everyone's opinion, differences, and backgrounds are heard and respected.

    Back Market is an Equal Opportunity Employer and we do not discriminate with regards to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, or any other basis protected by applicable law.

    Additional Information

    • Contract Type: Full-Time
    • Location: New York, United States ()
    • Experience: > 5 years