Senior Lead CX & Process Optimization — Hybrid Role

Back Market; Paris; Hybride; EUR 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Hybrid work environment

Remote work flexibility

Employee Resource Groups

Résumé du poste

Back Market is seeking a Senior Lead Process Management to drive the end-to-end after-sales customer experience and optimise support processes. You will lead a team, define vision, and collaborate with Product, Tech, and Operations to raise CX while improving efficiency.

You will own governance, metrics, and roadmaps for care operations, and work with AI-driven tooling to minimise recontacts and maximise First Contact Resolution. Fluency in English is required; French is a plus.

Qualifications

• 7+ years of experience in Operations, Customer Experience, Process Improvement, or Program Management, with focus on after-sales or support in a high-growth tech/e-commerce environment.
• 3+ years of experience leading and managing a team of analytical specialists or process managers.
• Proven expertise in Customer Journey Mapping, Process Design, and Optimization (Lean/Six Sigma a plus).
• Deep understanding of Customer Support tooling and automation (Intercom or similar) and leveraging AI agents for contact deflection.
• Excellent analytical and cross-functional collaboration skills with ability to influence across Tech, Product, and Operations.

Responsabilités

• Lead, mentor, and coach a team of Process Managers, fostering ownership, data-driven decisions, and continuous improvement (Kaizen/Lean).
• Define the long-term vision and strategic roadmap for after-sales Care Operations in line with company goals.
• Own the after-sales Customer Experience across the organization and set standards for customer-first process design.

Connaissances

Leadership

Operations

CX strategy

Data analysis

Stakeholder management

Outils

Intercom

SQL

Tableau

Description du poste

Back Market is seeking a Senior Lead Process Management to drive the end-to-end after-sales customer experience and optimise support processes. You will lead a team, define vision, and collaborate with Product, Tech, and Operations to raise CX while improving efficiency.

You will own governance, metrics, and roadmaps for care operations, and work with AI-driven tooling to minimise recontacts and maximise First Contact Resolution. Fluency in English is required; French is a plus.