Back Market
Senior Lead Process Management
Part remote, part office, you need to live within commuting distance of a named location.
Hybrid · Paris
Employer listed it 3 months ago · Added 4 days ago
Been open since 3 months ago. Long-running listings are sometimes left up after the role is filled.
Salary
Not stated
Location
Hybrid · Paris
Timezone
Not stated
Contract
Full-time
Experience
Lead
Category
Operations
This employer didn't state pay. Jobs like this usually pay around $160k–$250k a year, a typical range taken from 145 lead-level operations roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Hybrid
This role is only partly remote, the employer expects time in the office around Paris, Bordeaux, Hybrid, so you need to live within commuting distance.
What the employer says
- Source listing states candidate location: "Paris, Bordeaux, Hybrid"
- Listing mentions "Hybrid"
What Nomaders makes of it
- Not suitable if you plan to move between countries
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, hybrid, matches where you plan to live and work.
- 2Tailor your CV to the role at Back Market, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 5d ago. Last checked 23 Sept. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
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Free to apply, no account needed.
Typically $160k to $250k per year · You'll be taken to the employer's careers page.