Senior Lead Process Management

Back Market
Paris
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Data-driven decision-making","Continuous improvement","Analytical thinking","Cross-functional collaboration","Communication"]

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).

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Back Market
Back Market
2 months 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: 3 hours 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
Glassdoor: 4.0
WebsiteLinkedInGlassdoor