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 metricsUnderstand root causes of and quality challenges for US-based sellersIdentify 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 causeConvert complex and deep analysis that you will lead into concrete and short-term seller-oriented actions with strong impactWork with account managers to educate sellers both at onboarding and throughout their lifecycle on Back MarketDevelop internal and external training and communication to ensure all quality metrics are clearly understoodNurture 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 sellersFind the right balance between short term quick wins and long term quality projectsOwn the implementation and rollout of seller quality-related projectsManage existing, and build new, tools for sellers and the internal Supply team to monitor and improve customer satisfaction and product qualityYou are in the right place if: ⭐
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 organizationsYou have a strong knowledge of the e-commerce industry and have high customer experience expectationsExcellent written and oral communication, interpersonal communication skills, time management, with a proven ability to do this at a management level internally and externallyYou have preferably worked in a startup hyper-growth environmentYou are solution-oriented, focused on quick results and lean approachYou'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 impactsYou’re a fantastic team player, thriving in an international environmentFamiliarity with Salesforce, Tableau and SQL are a plusRecruitment Process: 📅
Recruiter Phone Screen Business Screening (Hiring Manager interview)Internal Stakeholder InterviewBack Market Values Interview 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.
