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Customer Service

Lead Process & Quality (M/W)

  • Contract Type: Full-Time
  • Location: Paris, France (75017)

About

Launched in 2013 and following 8 years of strong growth, French Home Improvement tech company ManoMano seems unstoppable!

Thanks to the success of our fundraising (300 million euros so far), we now have more than 530 Manas & Manos located across our 3 offices: Paris, Bordeaux and Barcelona.

Our business platforms are represented in 6 countries: France, Belgium, Italy, Spain, UK and Germany. They carry over 4 million products and work with more than 3,000 sellers highly selected.

Proud to be part of the Next 40 since 2019 (Top 40 French startups), we have the objective to reinvent the Home Improvement experience by providing customers a one stop shop solution for easy access to online tips, products and innovative services.

More than anything, joining ManoMano presents a fantastic personal experience, where global projects and core values are underpinned by individual skills.

Our camaraderie, efficiency and employee-focused mindset (particularly important to us!) have led ManoMano to become renowned for the optimal working conditions it provides.

Have a look at our Blog : https://medium.com/manomano-tech

Job Description

ManoMano’s priority is to deliver excellent Customer and Seller Experience and aim to become a leader in this area. To reach this objective, we seek to deliver an irreproachable service, particularly thanks to an innovative and optimized Support. 

Inside the ‘Support Operations’ team, the Quality team is transversal to the organization, tackling issues for several teams from Customer Service and Seller Support to Presales advice. Our role is to build efficient processes, optimize customer satisfaction and resolution time for both customers and sellers.

The Lead Process & Quality will be managing a team of 4 Quality Analysts in charge of building support processes and continuously improving them. 

Your mission will be to improve the quality of our Support through efficient process mapping, strong alert/control mechanisms and project integration management. You’ll work closely with main Operations leaders to monitor and improve performance.

Main missions (with the support of your team):

1 - Coordinate project integration management

- Coordinate with ManoMano teams to manage the integration of all topics impacted support

- Develop an integration methodology within the team

- Build process, document and train teams

2 - Build quality monitoring mechanisms

- Put in place a complete quality monitoring strategy

- Track actions to improve quality

- Develop alert mechanisms (customer satisfaction, compliance, resolution…)

3 - Continuously improve our processes

- Audit current processes

- Build an improvement roadmap in collaboration with Ops teams

- Review processes with a process driven approach

4 - Lead a team

- Act as a leader and coach our quality analysts

- Manage transversal topics

Preferred experience:

- +5 years of experience in e-commerce, project management and/or consulting

- Experience in quality management/continuous improvement/project management

- Management experience

- Customer centricity

- English bilingual

- Strong data skills

- Ability to synthesise and good writing skills

- A creative mindset to identify solutions & shortcuts

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75017)
  • Education Level: Master's Degree
  • Experience: > 5 years