Operation Manager

Back Market is the world’s leading refurbished electronics marketplace with a team of 650 people, powering operations in 18 countries (and counting).

Named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021, our mission is simple: empowering people to consume tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps lower our collective environmental impact. We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014.

Be part of an exciting and growing international adventure that will change the way the world consumes tech.

**About the job**

Trade-in allows customers to sell their tech devices to refurbishers through Back Market’s platform, which is also providing a critical source of supply for the refurbishers.

Trade-in Customer Care mission is to ensure a smooth and delightful customer experience by providing accessible, targeted and impactful support when customers need assistance with their trade-in order.

As a Trade-in Customer Care Expert you will be accountable for Back Market Trade-In customers’ satisfaction through Customer Care, and lead the strategy to improve the level of satisfaction, execute improvement initiatives and ensure the day-to-day quality of customer care operations.

**YOUR MISSION (IF YOU ACCEPT IT)**:
- ** Lead the strategy to improve customer support from vision to continuous improvement**:

- Be the voice of trade-in customers within Back Market, benchmark best practices in our industry and drive action plans to stay ahead of competition.
- Lead the bi-annual budget exercise: define the ambition, identify priorities per quarter, size key projects’ impact, secure the needed resources.
- Be accountable for achieving targets and be proactive in proposing and implementing adjustments to maintain high impact.
- **
Ensure the highest level of support and satisfaction on customer claims on a daily basis**:

- Manage claims management capacity (NB: mainly outsourced agents): forecast volume needs, build and maintain capacity management tools.
- Be proactive in proposing capacity & costs optimization plans.
- Define KPIs and level of service standards on claim management.

**YOU ARE IN THE RIGHT PLACE IF**:
- You have significant experience in an B2C operations role with demonstrated impact on customer satisfaction
- You have advanced project management skills on transversal projects including business, product and engineering teams, with demonstrated ability to influence roadmaps towards company and customer benefits
- You are looking for a 360° role and a very hands-on experience allowing you to shape the strategy, execute projects end-to-end, ensure high standards on operations and be accountable for the impact on your scope
- You are impact-driven, and creative in finding solutions to achieve your goals in a frugal and fast-paced environment
- You are data-oriented and fully autonomous on data extraction, manipulation and analysis (SQL, advanced Gsheet skills incl. pivot tables, complex formulas, etc) and able to model complex projects or forecasts.
- You have basic to advanced knowledge of and automation tools (Gsheet x Big Query, Zapier, VBA), and ideally Customer Care tools
- You have excellent writing and speaking skills in English, bonus points if you can speak/write another language (French, German, Spanish)

**WHY SHOULD YOU JOIN US ? ✌**
- **A meaningful job**: you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts
- **A meaningful company**: we became a mission-driven company in January 2022.
- **Be part of a worldwide growing company**based in Europe, the USA and Asia to face **great challenges**: you will have the freedom to innovate and adopt new ideas
- **Work alongside passionate experts**:who will share their knowledge and help you develop and grow in your career.
- **Grow your career**: with a flexible career path and a dedicated Learning & Development team. Back Market will help you evolve with personalized internal trainings and external handpicked providers from day 1
- **Leadership Academy by Back Market**:“be a coach not a dictator” is at the core of this program We train and enable all our leaders to support their team towards achieving goals. Be a manager at Back Market is an unique experience we take by heart.
- **An attractive salary, equity and a host of benefits including**: Lunch voucher, health insurance, relocation package, paid time off for activism in your community, parental benefits, flexible hours, etc
- **Remote friendly company**: up to 2 days of remote work per week
- **One Loving Tribe**: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.
- Be part of one of our **Employee Resource Groups**createdaround shared identities, common backgrounds and/or s