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QUALITY, CUSTOMER CARE & SERVICES

Senior Lead Project Manager (Repair service)

  • Contract Type: Full-Time
  • Location: Bordeaux, France ()

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.

Within the Operations team, you will work in the Quality Services business unit. You will integrate the team in charge of Refurbishment Services, which help our merchants and partners repair their products with the right level of quality. More specifically, you will manage the team in charge of developing our BackRepair service. This service allows merchants to outsource their in-warranty repairs and clients to repair their devices in physical shops (in-warranty and out-of-warranty defects).

BackRepair allows Back Market to: 

- Decrease its defective rate by improving the quality of repairs performed on defective devices covered by our merchants’ warranty (one year minimum)

- Improve our customer satisfaction and loyalty by giving them faster options to repair their devices, and at a competitive price in case of out-of-warranty defect

- Diversify its sources of revenues and improve its margin rate

- Differentiate from its competitors on the Refurbished market and create strong barriers to entry

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • Manage the team in charge of the BackRepair service (4 members and growing, based in Paris, Bordeaux and New York)
  • Build and share the Vision of what BackRepair will become in the next 4 years to strengthen Back Market’s refurbishment expertise and differentiation vs its competitors
  • Work with Back Market’s Bureau of Technology to define and follow the roadmap allowing to launch the new features introduced by the vision
  • Lead negotiations with partners to successfully integrate new repair facilities and launch the service in the US
  • Continuously oversee operational performance (incl. repair rate, repair delay, customer satisfaction) and validate action plans to improve external and internal processes accordingly (in collaboration with agent training teams)
  • Scale operational processes to repair clients’ devices in shops and in new factories abroad, for in-warranty and out-of-warranty defects
  • Monitor our financial KPIs (incl. attachment rate, GMV, margin) and ensure we reach our targets
  • Work with our Innovation Lab (Back Market’s technical experts) to control and improve the quality of our repair partners
  • Ensure the service adoption by promoting the service internally and externally
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • Minimum 6 years experience, with a background in a start-up / scale-up + ideally in consulting or project management
  • A strong digital culture and experience in agile development (collaboration with product managers and / or developers, continuous co-construction of digital project roadmap, participation in prioritization workshops, etc.)
  • A proven ability to successfully promote the vision of a service to all stakeholders
  • Extended experience in managing teams
  • Excellent verbal and written communication in English
  • Strong organizational skills and rigorousness
  • RECRUITMENT PROCESS: 📅

  • Phone interview with Lucie, recruiter
  • Case Study
  • Interview with Alexandre, our Senior Lead Refurbishment Services
  • Interview with Youenn, our Director Customer Delight & Operations
  • Interview with Raoul, our COO
  • Interview with Thibaud, our CEO
  • 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: Bordeaux, France ()
    • Experience: > 5 years