Senior Lead Process Management

Join Back Market, a global marketplace for refurbished devices. As a Senior Lead Process Management, you will lead a team of Process Managers, define the vision and strategy for after-sales Care Operations, and drive significant customer experience improvements. You will work cross-functionally with Product, Tech, and other Operations teams to design and optimize the customer journey, leverage automation, and ensure a world-class customer experience.

• Lead, mentor, and coach a team of Process Managers, fostering a culture of ownership, data-driven decision-making, and continuous improvement.
• Define the long-term vision and strategic roadmap for after-sales Care Operations, ensuring alignment with Back Market's overall product, operations, and business goals.
• Serve as the ultimate owner and evangelist for the after-sales Customer Experience across the entire company, setting the standard for customer-first process design.