Customer Service Operations Manager (german bilingual - 10 months contract)

Back Market is the world’s leading refurbished electronics marketplace with a team of 650 people, powering operations in 18 countries (and counting!).<br/>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 <a href="https://www.backmarket.com/content/event/new-vs-refursbished-environmental-impact/68">lower our collective environmental impact</a>. We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014.<br/>Be part of an exciting and growing international adventure that will change the way the world consumes tech.<br/><u><b>About the role: </b></u><br/><span>The Quality and Customer Care Department’s mission is to make sure our customers have the best user experience and that they have no more reasons to buy new. This means the customer experience must match (or beat!) buying brand new products at every step of their journey. </span><br/><span>A key part of this mission is to help our German customers have a smooth journey with Back Market, enabling them to resolve most of their requests with a few clicks. </span><br/><span>The Senior Customer Experience Manager's primary responsibility is to manage the outsourced operations required for driving high-performing customer service teams supporting the DE business. </span><br/><span>The manager will also be responsible for our Customer Services BPO partners, and will serve as project lead for partner onboarding, partner site implementation, executing change processes, and maintaining operational cadences as outlined within the contract.</span><br/><b>The role will require to travel abroad around 2 weeks per quarter, to visit our BPO partners. </b> <h3>YOUR MISSION (IF YOU ACCEPT IT): 🥇</h3> <ul> <li>Drive amazing customer satisfaction for our customers through the effective performance management of our business process outsourcing partners (BPO) that support the DE market. </li><li>Lead data analysis, insights, and reporting on key metrics to drive and improve business performance and help develop strategic roadmaps that drive results.</li><li>Deliver department performance reports to the executive committee and General Managers (on BPO performance &amp; agent quality, productivity &amp; cost per contacts) and be accountable for DE Customer Care KPIs: customer satisfaction and agents efficiency. </li><li>Identify, implement, and optimize key projects to improve those KPIs; work with teams across departments to ensure project success.  </li><li>Provide reporting based on root cause analysis and identify clear action plans to ensure quality improvements that drive higher efficiency.</li><li>Build strong relationships with the other BPO managers to share best practices and work on global care projects.</li><li>Build strong relationships with the DE training team and global Operations teams. </li></ul> <h3>YOU ARE IN THE RIGHT PLACE IF: ⭐</h3> <ul> <li>You are bilingual in German and fluent in English.</li><li>You have experience working with BPO partners, or on Customer service related topics.</li><li>You have 6+ years of experience with a proven track record of operational project management, driving high impact projects to completion (identifying / prioritizing / scoping / driving projects).</li><li>You're a data driven person, you know how to define KPIs and track them to make sure you focus on the projects with highest impacts.</li><li>You have experience in best-in-class customer service organizations.</li><li>You work collaboratively on a team while exhibiting a strong sense of ownership.</li><li>You have a strong knowledge of the e-commerce industry and have high customer experience expectations.</li><li>You have preferably worked in a start-up hyper growth environment.</li><li>You are solution oriented, focused on quick results and lean approach</li></ul><b>WHY SHOULD YOU JOIN US ? ✌🏼</b><br/>- <b>A meaningful job:</b> you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!- <b>A meaningful company</b>: we became a mission-driven company in January 2022.- <b>Be part of a worldwide growing company </b>based in Europe, the USA and Asia to face <b>great challenges :</b> you will have the freedom to innovate and adopt new ideas!- <b>Work alongside passionate experts:  </b>who will share their knowledge and help you develop and grow in your career. - <b>Grow your career</b>: with a flexible career path and a dedicated Learning &amp; Development team. Back Market will help you evolve with personalized internal trainings and external handpicked providers from day 1!- <b>Leadership Academy by Back Market:</b>“be a coach not a dictator” is at the core of this program ! We train and enable all our leaders