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QUALITY, CUSTOMER CARE & SERVICES

Lead Quality Operations

  • 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 434M€ already! We have the objective of reaching 650 Back Makers (or Saboteurs) by the end of 2021! 

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, 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.

Back Market is not on a mission to sell refurbished devices, we are on a mission to change how customers feel about purchasing refurbished by ensuring that the quality of the device and customer experience is so high, it rivals that of buying new. To deliver on this mission you will be working in our Quality Team within the Operations.

In this role you will be raising the bar of the quality standards we hold our 1500+ sellers accountable to. You will be monitoring, and improving our quality metrics and processes as well as supporting our sellers to deliver best-in-class customer experience through impactful and transversal projects. 

At the junction between our Supply Team and our Customer Experience Team, you will have to constantly balance both our customers and sellers' needs. You will work in very close partnership with our Service Team, Innovation Lab and Logistic Team to deploy the tools and levers required to bring the Quality to the next level. 

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • Own the upgrade and the roll out of our Quality Charter which sets the Quality standards that sellers must meet to deliver a great customer experience
  • Identify patterns and trends that could provide an early indication of which merchant segments are likely to underperform in terms of quality, proactively take action to address the root cause working hand in hand with the Supply team
  • Leverage the expertise of our Refurbishment Innovation Lab to scope and roll out projects to improve the seller’s quality upstream
  • Improve or build the quality processes and metrics that will help monitor and enforce our quality standards 
  • Work closely with the Logistic Team to ensure we kick-off the projects that will help our sellers deliver the best Delivery Experience
  • Convert complex and deep analysis that you will lead into concrete and merchant-oriented actions with strong impact
  • Partner with account managers and supply operations to educate merchants both at onboarding and throughout their lifecycle on Back Market
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have 7+ years of experience with a proven track record of project management, driving high impact projects to completion
  • You have a strong knowledge of the e-commerce industry and have high customer experience expectations
  • You have experience in best-in-class customer service organizations
  • 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
  • Familiarity with Salesforce, Tableau and SQL are a plus
  • You have excellent verbal and written communication skills in English
  • You have preferably worked in a startup hyper-growth environment
  • You are proactive, organized rigorous and have a high capacity to federate and work with transversal teams
  • You are solution-oriented, focused on quick results and lean approach
  • You’re a fantastic team player, thriving in an international environment
  • RECRUITMENT PROCESS: 📅

  • Phone interview with Margaux, our Head of Operational Excellence
  • Case Study
  • Interview with Océane, our Senior Lead Supply Quality 
  • 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: > 7 years