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Customer Service

Ops Applications Manager - Support Operations (M/W)

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

About

Launched in 2013 and following 7 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 the best-in-class Customer Experience and aim to become a leader in this area. To reach this objective, we seek to deliver an irreproachable service, particularly thanks to innovative tools and optimized Customer and Seller Support. 

Within the ‘Customer Service & Seller Support Operations’ team, the Applications Manager is attached to the Strategic Workforce Planning team, a transversal team dedicated to improving the operational performance, finding solutions for various teams, from Customer Service and Seller Support to Presale and B2B. Our role is to improve the overall efficiency at an optimized cost, through maximum automation and smoothest processed flows.

The Application Manager will be the business process owner of the toolbox used at each level of the CX/seller experience: PreSale, AfterSale, Seller Support, B2B, VOC. He/she will be in charge of designing, maintaining and supporting the best environment for the tools that are used to interface the Manomano support functions with its customers/sellers on a daily basis. 

Your main responsibilities will include:

- Run regular audits of the existing tools and design the most relevant blueprint to support the company mid-term and long-term strategy as well as day-to-day needs

- Translate the operational/business needs into functional specifications

- Lead the benchmark of the market solutions, shortlist and select the new applications

- Coordinate the implementation/migration projects with all the internal departments involved (IT, Legal, BI, Operations, Finance, …) and the editor

- Perform trainings and provide support to internal users and outsourcing partners

- Conduct the change management and guide the teams towards new processes

- Select, test and apply patches/upgrades/new versions together with key users

- Build and maintain the library gathering contracts, documentation, specifications, user-guides,...

- Monitor the licences and maintenance consumption plan (when applicable), run the budget

- Keep an eye on market innovations and solutions, monitor new technologies 

Requirements:

- Engineering school or IT background, bac +5 or equivalent 

- Technical-functional (‘MOA’) profile

- 5+ years of significant experience running end-to-end projects in complex or fast-paced IS structures, preferably in a CX-related environment

- Capacity to design rational models and processes that fit the business needs

- Project management experience, internal or acting as consultant

- Knowledge of a CX platform (Zendesk, Zoho, SalesForce, …) and/or WFM software (Nice IEX, Aspect, Verint, ...) highly appreciated

- Problem-solving, ability to take initiatives and find/suggest solutions 

- Teamplayer

- Business oriented

- Open-minded and willing to find the best solution

- Fluent in English, French mandatory

Additional Information

  • Contract Type: Full-Time
  • Start Date: 19 October 2020
  • Location: Paris, France (75017)
  • Occasional remote authorized