Head of After-Sales CX & Process Excellence

Back Market is seeking a strategic Senior Lead Process Manager to oversee a team of Process Managers responsible for the CX of their vertical. You will shape the vision for after-sales operations, drive cross-functional improvements, and maximize First Contact Resolution through automation and data-driven decisions.

You will collaborate with Product, Tech, and Operations to align policies, features, and CX metrics with business goals while advancing a customer-centric culture across the