Senior Lead Process Management

HI, WE’RE BACK MARKET.

We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.

Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have.

Are you ready to join us?

ABOUT THE TEAM:

The Process Manager team is critical to our mission. We own the end to end after-sales customer experience (CX), ensuring our agent processes are seamless, efficient, and customer centric. We work cross-functionally with Product, Tech, and other Operations teams to design and optimize the customer journey, leverage automation, and drive significant CX improvements.

ABOUT THE ROLE:

We are looking for a strategic and hands on Senior Lead Process Management to lead our team of Process Managers, responsible for the CX of their own vertical.

You will be responsible for defining the vision, strategy, and prioritization of the roadmap for process improvements You will act as the key leader driving the evolution of our customer support processes, tooling, and performance across all relevant contact reasons. Your leadership will ensure we balance business efficiency with a world class customer experience.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

// Team Leadership & Strategy

- Lead, mentor, and coach a team of Process Managers, fostering a culture of ownership, data-driven decision-making, and continuous improvement (Kaizen/Lean).

- Define the long-term vision and strategic roadmap for after-sales Care Operations, ensuring alignment with Back Market's over...