Merchant Operations Lead – 8-Month Maternity Leave (Lille)

almapay.com; Lille; Hybride; EUR 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Health insurance

Disability insurance

Sports reimbursement

Meal vouchers

MindDay access

Paid time off

Learning & Development Platform

Remote work 2 weeks per year

Résumé du poste

Alma is seeking a senior Customer Operations leader in Lille for an 8-month maternity leave replacement. You will manage 9 team members, ensuring continuity, quality, and performance across merchant operations with regular coaching and feedback.

Set priorities, coordinate with the wider team, and drive improvements based on feedback from merchants. This role offers hybrid work with on-site training, and a strong focus on stakeholder communication and operational execution.

Qualifications

• Experience leading a Customer Operations team or similar.
• Ability to organize daily activity and set clear expectations.
• Strong coaching and feedback skills.
• Customer-centric mindset with clear stakeholder communication.
• Data-informed approach to prioritization.

Responsabilités

• Set clear priorities for the 9 direct reports you manage, 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, anticipating backlogs and taking action when needed.
• Use feedback from the team and merchants to improve processes and ways of working 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

People management

Coaching

Prioritization

Stakeholder comms

Operational excellence

Merchant operations

Customer support

Outils

Zendesk

Looker

Slack

Lattice

Lucca

Description du poste

Alma is seeking a senior Customer Operations leader in Lille for an 8-month maternity leave replacement. You will manage 9 team members, ensuring continuity, quality, and performance across merchant operations with regular coaching and feedback.

Set priorities, coordinate with the wider team, and drive improvements based on feedback from merchants. This role offers hybrid work with on-site training, and a strong focus on stakeholder communication and operational execution.