Back Market

2 weeks ago

Senior Lead Process Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 day agoStatus: Live

Job Summary

Lead and mentor Care Operations Managers to own the end-to-end after-sales customer experience for your vertical. Define the vision, strategy, and roadmap for care process improvements, governance, SLAs, routing, and customer-first process design. Use customer journey mapping and operational data (CSAT/NPS, FCR, time to resolve) to identify pain points and drive continuous optimization through automation and AI (Intercom Workflows, Fin AI). Partner closely with Product, Tech, Data, and Operations within Care squads (Trifecta).

Location: Paris

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead, mentor, and coach Care Operations Managers, fostering ownership and continuous improvement (Kaizen/Lean).
•Define the long-term vision and strategic roadmap for after-sales Care Operations, aligning with product, operations, and business goals.
•Set governance for care processes, including policies, SLAs, and routing rules; drive process mapping and optimization to reduce recontact rates and effort.
•Own customer experience by analyzing help requests, CSAT/NPS, and operational data to identify pain points and prioritize improvements.
•Drive automation and self-service using Intercom Workflows and AI (Fin AI/Intercom AI Agent), and define/report KPIs (FCR, CSAT/NPS, time to resolve, process adoption).

Pay and Benefits

Perks:Hybrid WorkFlex Days

Key Requirements

•7+ years of experience in Operations, Customer Experience, Process Improvement, or Program Management focused on after-sales/customer support in high-growth tech or e-commerce environments.
•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 experience is a plus).
•Hands-on understanding of customer support tooling and automation (ideally Intercom or similar) and using AI agents for contact deflection.
•Strong analytical skills using data (e.g., SQL, Tableau) to drive prioritization and measure impact.

Skills:Data-driven decision-makingContinuous improvementAnalytical thinkingCross-functional collaborationCommunication

Languages:EnglishFrenchGermanSpanish

Tech Stack:Intercom WorkflowsFin AIIn House AutomationsIntercom AI AgentSQLTableau

Company Brief

Back Market

Online marketplace selling refurbished electronics (smartphones, laptops, tablets, appliances) aiming to make renewed tech trustworthy, affordable and sustainable across multiple countries.

Industry: Online Marketplaces

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Paris, France

Founded: 2014

Glassdoor: 4.0

Website LinkedIn Glassdoor

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Back Market

2 weeks ago

Senior Lead Process Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 day agoStatus: Live

Job Summary

Location: Paris

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead, mentor, and coach Care Operations Managers, fostering ownership and continuous improvement (Kaizen/Lean).
•Define the long-term vision and strategic roadmap for after-sales Care Operations, aligning with product, operations, and business goals.
•Set governance for care processes, including policies, SLAs, and routing rules; drive process mapping and optimization to reduce recontact rates and effort.
•Own customer experience by analyzing help requests, CSAT/NPS, and operational data to identify pain points and prioritize improvements.
•Drive automation and self-service using Intercom Workflows and AI (Fin AI/Intercom AI Agent), and define/report KPIs (FCR, CSAT/NPS, time to resolve, process adoption).

Pay and Benefits

Perks:Hybrid WorkFlex Days

Key Requirements

•7+ years of experience in Operations, Customer Experience, Process Improvement, or Program Management focused on after-sales/customer support in high-growth tech or e-commerce environments.
•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 experience is a plus).
•Hands-on understanding of customer support tooling and automation (ideally Intercom or similar) and using AI agents for contact deflection.
•Strong analytical skills using data (e.g., SQL, Tableau) to drive prioritization and measure impact.

Skills:Data-driven decision-makingContinuous improvementAnalytical thinkingCross-functional collaborationCommunication

Languages:EnglishFrenchGermanSpanish

Tech Stack:Intercom WorkflowsFin AIIn House AutomationsIntercom AI AgentSQLTableau

Company Brief

Back Market

Online marketplace selling refurbished electronics (smartphones, laptops, tablets, appliances) aiming to make renewed tech trustworthy, affordable and sustainable across multiple countries.

Industry: Online Marketplaces

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Paris, France

Founded: 2014

Glassdoor: 4.0

Website LinkedIn Glassdoor