Customer Operations Lead – Lille (Maternity Cover)

Alma; Lille; Sur place; EUR 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Health insurance 100% coverage

Disability insurance 100% coverage

Meal vouchers

Profit-sharing

Employee savings plan

Sport partnerships

Résumé du poste

Alma is seeking a seniorCustomer Operations leader for an 8-month maternity leave replacement in Lille. You will report to the Head of Customer Operations and directly manage 9 reports within a 30-40 person team focused on merchant operations.

The role blends on-site presence with two remote days per week during a training period and aims to sustain operational continuity and quality. You will drive prioritization, coaching, process improvements and stakeholder communication to protect the

Qualifications

• Experience leading a customer operations team or a similar customer-facing operations team.
• Ability to organize daily activity, set clear expectations and prioritize workloads across a team.
• Skilled in coaching team members, giving feedback and supporting development.
• Strong communication with stakeholders and focus on merchant experience.

Responsabilités

• Set clear priorities for the 9 direct reports you manage directly, organize their day-to-day activities and support their development through regular coaching and feedback.
• Ensure continuity and performance of merchant operations by allocating work effectively and anticipating backlogs.
• Use feedback from the team and merchants to improve processes within the merchant perimeter.
• Coordinate with the wider Customer Operations organization, communicate progress and challenges clearly, and make decisions that protect the merchant experience.
• Contribute to quality, operational performance and management continuity across the merchant perimeter.

Connaissances

Customer operations management

Team leadership

Coaching

Stakeholder communication

Outils

Zendesk

Looker

Slack

Lattice

Lucca

Description du poste

Alma is seeking a seniorCustomer Operations leader for an 8-month maternity leave replacement in Lille. You will report to the Head of Customer Operations and directly manage 9 reports within a 30-40 person team focused on merchant operations.

The role blends on-site presence with two remote days per week during a training period and aims to sustain operational continuity and quality. You will drive prioritization, coaching, process improvements and stakeholder communication to protect the