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QUALITY, CUSTOMER CARE & SERVICES

Lead Process and Continuous Improvement 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.

This role supports the US Quality and Customer Care Department’s mission to make sure our customers have the best user experience and that they have no more reasons to buy new. This means the customer experience must match (or beat!) buying brand new products at every step from easily finding and buying the product, having it delivered promptly and on time, being satisfied with the product quality, and finally providing smooth after-sale service, if necessary.

YOUR MISSION (IF YOU ACCEPT IT): 🏅

  • You will develop opportunities to decrease our contact rate, increase customer satisfaction and efficiency of our customer care department
  • You will be responsible from the idea phase through full implementation
  • You will gather Customer Care feedback to make sure we keep capturing the Customer Voice and address projects
  • You will convert complex and deep-dive analysis that you will lead into concrete and short-term oriented actions with strong impact
  • You will find smart and efficient ways to report blockers to the Customer Care team allowing them to quickly find solutions
  • You are able to create a new process from scratch or to improve an existing process making it clearly documented and easily actionable by our suppliers
  • You will complete on regular basis audits of our processes and organization to ensure its scalability and efficiency
  • You will benchmark competition and look for the market's best practices
  • You are able to select and recommend specific tools (chat, phone, chatbot...) until implementation with the help of our Customer Care tool specialist
  • You will monitor global improvement initiatives and keep the US team informed of the global roadmap and impact on the US market
  • You will have to build strong collaborative relationships with: The Technology team to work hand in hand with them in the right priority order; The Training Team and Outsourcing Management Team to fully leverage the impact of the tool over operations; Other team members of the Customer Care team as the owner of the tools and process documentation
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have 3+ years of experience with a proven track record of operational project management, driving high impact projects to completion (identifying / prioritizing/scoping/driving projects)
  • You have experience in best-in-class customer service organizations
  • You have a strong knowledge of the e-commerce industry and have high customer experience expectations
  • You have preferably worked in a startup hyper-growth environment
  • You are solution-oriented, focused on quick results, and lean approach
  • You're a data-driven person, you know how to define KPIs and track them to make sure you focus on the projects with the highest impacts
  • You have the capacity to understand and articulate complex requirements
  • You have the ability to design and implement new processes and facilitate user adoption
  • Soft Skills

  • You are a team player, enable to work transversally with other teams
  • You are able to find the right balance between short term quick wins and long term key foundation projects
  • You enjoy working in a fast-growing company with a touch of fun
  • 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 ()