Senior Lead Process Management
Job description
Senior Lead Process Management at backmarket.
About the role
Back Market is looking for a strategic leader to oversee our after-sales customer experience and manage our team of Process Managers. You will define the vision for our support operations, ensuring our processes are efficient and customer-focused while collaborating closely with technical and product teams.
Key facts
What you'll do
- Mentor and lead a team of Process Managers to foster a culture of continuous improvement and data-driven decision-making.
- Develop the long-term strategy and roadmap for after-sales Care Operations.
- Oversee customer experience standards by analyzing feedback and operational data to identify and resolve systemic issues.
- Manage process governance, including policy definition, service level agreements, and routing rules.
- Optimize workflows through automation and self-service tools, including Intercom Workflows and Fin AI.
- Act as the business lead for a Trifecta squad, working alongside engineering and product management to deliver on key metrics.
- Report on performance indicators such as First Contact Resolution, CSAT, NPS, and Time to Resolve.
Requirements
- 7+ years of experience in Operations, Customer Experience, Process Improvement, or Program Management within a high-growth tech or e-commerce setting.
- 3+ years of experience managing and leading teams of analytical specialists or process managers.
- Expertise in customer journey mapping and process design.
- Hands-on experience with customer support platforms, specifically Intercom and AI-driven contact deflection tools.
- Proficiency in using data tools like SQL and Tableau to measure impact and prioritize projects.
- Fluency in English.
Nice to have
- Certification or experience in Lean or Six Sigma methodologies.
- Proficiency in French, German, or Spanish.
Skills & tools
- Process mapping and optimization
- Customer support automation (Intercom, Fin AI)
- Data analysis (SQL, Tableau)
- Cross-functional stakeholder management
- Strategic roadmap planning
Practical notes
This is a hybrid role requiring attendance in the Paris office. The schedule includes two remote days per week, one remote work week per quarter, and three additional flex days. Back Market is a certified B Corp and encourages applications from all backgrounds regardless of whether you meet every listed qualification. If you require accommodations during the hiring process, please contact the Talent Acquisition team.