Senior Lead Process Management

Job description

HI, WE’RE BACK MARKET. We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have. Are you ready to join us? ABOUT THE TEAM: The Process Manager team is critical to our mission. We own the end to end after-sales customer experience (CX), ensuring our agent processes are seamless, efficient, and customer centric. We work cross-functionally with Product, Tech, and other Operations teams to design and optimize the customer journey, leverage automation, and drive significant CX improvements. ABOUT THE ROLE: We are looking for a strategic and hands on Senior Lead Process Management to lead our team of Process Managers, responsible for the CX of their own vertical. You will be responsible for defining the vision, strategy, and prioritization of the roadmap for process improvements You will act as the key leader driving the evolution of our customer support processes, tooling, and performance across all relevant contact reasons. Your leadership will ensure we balance business efficiency with a world class customer experience. YOUR MISSION (IF YOU ACCEPT IT): 🥇 // Team Leadership & Strategy - Lead, mentor, and coach a team of Process Managers, fostering a culture of ownership, data-driven decision-making, and continuous improvement (Kaizen/Lean). - Define the long-term vision and strategic roadmap for after-sales Care Operations, ensuring alignment with Back Market's overall product, operations, and business goals. - Manage team capacity, prioritization, and execution of complex, cross-functional CX improvement projects. // Customer Experience Ownership - Serve as the ultimate owner and evangelist for the after-sales Customer Experience across the entire company. - Set the standard for customer-first process design, ensuring that new features, policies, and products incorporate great CX from inception. - Oversee the analysis of help requests, customer feedback (CSAT/NPS), and operational data to identify systemic pain points and prioritize improvement areas for the team. // Process Excellence & Automation - Define robust governance for all Care processes, ensuring clear policies, SLAs, and routing rules are established and maintained. - Drive continuous process mapping and optimization initiatives (e.g., golden path definition, exception management) to minimize recontact rates and effort for customers, agents, and sellers. - Maximize the use of automation and self-service (Intercom Workflows, Fin AI, In House Automations etc.) to deliver a scalable customer experience and maximize First Contact Resolution (FCR). - Work closely with the AI Conversation Designer and AI Knowledge Manager to set up the right customer journey with Fin AI (Intercom AI Agent). // Product & Tech Relationship - Act as the Business Leader for one of the Care Squad (called Trifecta and composed of one engineering manager, one product manager and one product designer). - Contribute to the Trifecta Vision exercise, bringing Business and Ops requirements (data backed) to the exercise. - Contribute to the squad road map planning and key initiatives impact estimation, finding compromise within the Trifecta to deliver improvements on the north star metric. - Contribute to the communication of key achievements and associated impact delivered over each quarter. // Performance & Stakeholder Management - Own the definition, monitoring, and reporting of the key performance indicators (KPIs) for the after-sales support experience (e.g., FCR, CSAT/NPS, Time to Resolve, process adoption). - Build and maintain strong, trust-based relationships with senior stakeholders across Product, Engineering, Data, and Operations. - Lead the presentation of strategic changes (e.g., Care Process Committee), effectively communicating problem scope, data analysis, rollout plans, and performance outcomes. YOU ARE IN THE RIGHT PLACE IF: ⭐ - 7+ years of experience in Operations, Customer Experience, Process Improvement, or Program Management, with a focus on after-sales or customer support within a high-growth tech or e-commerce environment. - 3+ years of experience leading and managing a team of highly analytical specialists or process managers. - Proven expertise in Customer Journey Mapping, Process Design, and Optimization (Lean/Six Sigma methodology experience vis a plus). - Deep understanding and hands-on experience with Customer Support tooling and automation (ideally Intercom or similar platforms) and leveraging AI Agents for contact deflection. - Excellent analytical skills and a strong track record of using data (SQL, Tableau, etc.) to drive prioritization and measure impact. - Excellent cross-functional collaboration and communication skills, with the ability to influence and build consensus across diverse teams (Tech, Product, Operations). - A "roll up your sleeves" attitude, balancing speed and execution with meticulous attention to CX quality. - Fluency in English is required; another language (French, German, Spanish) is a plus. WHY SHOULD YOU JOIN US ? ✌🏼 At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2). No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like: - A mission driven work environment where your day to day makes an impact on the planet. Seriously. - Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days. - Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training. At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values. We know that the perfect background for a role doesn’t mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.