Operations Manager
il y a 1 semaine
**1. Opportunity**
**A. Context**
Bits is on a mission to create the most entertaining collectibles trading experience by reinventing the way people manage and grow their passion.
We make it safe and fun for buyers and sellers to engage and seamlessly trade through our live video auctions marketplace.
**B. What it’s all about**
- Help scale the business and ensure outstanding seller experience, with a strong focus on building a great sense of community:
- You will provide outstanding seller experience by setting up the right processes, rules and tools around topics such as seller onboarding, relationship management, Seller University, shipping, payouts, etc.
- You will be at the center of a 30 to 100 employees start-up from a seller experience standpoint (you’ll be in charge of measuring, understanding and improving it)
- This is an opportunity to join a fast-growing customer-led, mobile-first business where much is still to be defined and built. You will grow as the company grows, leading the largest department in the business
**C. Team structure**
- You’ll work directly with Vince, the Head of Experience at Bits
- You’ll work hands in hands with the rest of the Ops team (Kevin, our Co-Founder and COO, the Customer Care team and the Seller Onboarding team)
- Your will regularly engage with Country teams (Country Heads, Category Managers and the Seller Relationship Manager) as well as Product & Tech teams
**2. Role & Responsibilities**
We're looking for passionate personalities committed to:
1. Operate and analyse NPS campaigns from a seller perspective:
- Identify pain points and build action plan to fix them, with support of other teams
- Run direct call campaigns with our sellers to understand their rating and needs
2. Select the right tools and design the right processes to create an outstanding seller experience:
- Help deliver initiatives to improve the experience of our sellers (onboarding, selling, shipping, being paid)
- Track key metrics to ensure these initiatives deliver the right level of results
- Help on the selection and set-up of our Customer Relationship Management tool
- Map seller journeys and define most relevant ways to communicate along these journeys
3. Build our Seller University, the best place to learn how to become a rockstar seller:
- Create engaging content to attract, train and retain sellers (articles, tutorials, videos, etc.)
- Manage content delivery to sellers
4. Provide visibility to the rest of the business:
- Provide your inputs to the Product & Tech team when they work on features/initiatives related to seller experience
- Communicate to country teams on available tools and projects the Ops team is working on
5. Support other initiatives based on business needs (fraud, country/category opening, etc.)
Very first assignments will be around the Seller University. The role and responsibilities will evolve while the company is growing, with many opportunities to grow as a professional.
**3. Key Requirements**
1. You love when things are structured and data-oriented:
- You know how to divide an initiative in very concrete steps
- You know how to clearly define a timeline and stick to it
- You have strong analytical skills to support your decisions
2. You like to work in autonomy:
- Once defined and planned together with your manager and other teams, you know how to deliver a project on your own
- You know how to ask for help or direction when needed
3. You have a test and learn attitude:
- You are excited about understanding our seller needs and pampering our community
- You are not afraid to test things before knowing all the details
- You are happy when you have to discover new tools and set them up
4. You know how to be creative:
- You know how to create great content such as articles, videos or tutorials
- You can do this with relatively limited means, with a good level of execution
5. Your communication skills are great:
- You are fluent in both French and English
- You have strong written communication skills in both French and English (one other language would be a strong plus)
- You can easily switch between very different profiles when communicating internally and externally
6. You are not afraid of the unexpected and navigate well around uncertainty:
- You don’t feel overwhelmed when things don’t always go as planned
- You know what working in a start-up means, with regular new projects, changes in scopes because of very high growth
**4. What’s in it for you ?**
- Attractive salary + equity
- Healthcare plan reimbursement at 100%
- Commute costs reimbursement at 100%
- Tailor-made remote policy, according to your needs
We are based in Paris, at WeWork Coeur Marais, but we are completely flexible regarding remote work. If you plan to work anywhere in France, the company will ensure you regularly come to Paris to stay in touch with the team here
**5. Hiring Process**
**This is an important hire for Bits and we want to m
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