Senior Quality Performance Project Manager

In this role, you will lead the continuous quality improvement effort of the US market. As the US Senior Quality Performance Project Manager, you will report to the Director of Global Quality. You will be responsible for working hand-in- hand with our Innovation Lab Manager to monitor the US quality metrics, strategizing on plans and projects to improve them.

Your mission (if you accept it):

Set, monitor and enforce seller quality metrics

Understand root causes of and quality challenges for US-based sellers

Identify patterns and trends which could provide an early indication of which seller segments are likely to underperform and proactively take action to address the root cause

Convert complex and deep analysis that you will lead into concrete and short-term seller-oriented actions with strong impact

Work with account managers to educate sellers both at onboarding and throughout their lifecycle on Back Market

Develop internal and external training and communication to ensure all quality metrics are clearly understood

Nurture the product and process roadmaps by sharing relevant feedback, identifying patterns to automate operations work, highlight and flag quality issues to various owners and own the implementation and rollout of quality-related projects for US-based sellers

Find the right balance between short term quick wins and long term quality projects

Own the implementation and rollout of seller quality-related projects

Manage existing, and build new, tools for sellers and the internal Supply team to monitor and improve customer satisfaction and product quality

You are in the right place if: â

You have 5+ years of experience with a proven track record of project management, driving high impact projects to completion (identifying / prioritizing / scoping / driving projects)

You have experience in best-in-class customer service organizations

You have a strong knowledge of the e-commerce industry and have high customer experience expectations

Excellent written and oral communication, interpersonal communication skills, time management, with a proven ability to do this at a management level internally and externally

You have preferably worked in a startup hyper-growth environment

You are solution-oriented, focused on quick results and lean approach

You're a data-driven person, you know how to define KPIs and track them to make sure you focus on the projects with the highest impacts

Youâre a fantastic team player, thriving in an international environment

Familiarity with Salesforce, Tableau and SQL are a plus

Recruitment Process:

Recruiter Phone Screen

Business Screening (Hiring Manager interview)

Internal Stakeholder Interview

Back Market Values Interview

Additional Information

This position has an estimated annual base salary range of $90,000 to $135,000, plus opportunities for equity. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors. We welcome direct conversations with each candidate about compensation in all of our initial calls.

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Senior Quality Performance Project Manager

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