Transport Performance Manager H/F - Back Market

Hi, we're Back Market.
We're here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.
Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet - and consumers - a break. Our mission is simple : to do more with what we already have.
Are you ready to join us?
Within the Customer Delight team, you will BE part of the Logistics team. You will BE in charge of the global delivery performance, from KPI follow-up and deep dive analysis to build plans and processes to improve IT.
YOUR MISSION, IF YOU ACCEPT IT :

- You will own Back Market's delivery performance
- Follow-up on a weekly basis the global delivery performance
- Report on the performance on a weekly basis
- Analyze the evolution of the KPI
- Set up and propose plans to improve the performance : eg : Follow-up the carriers/sellers' performance and build improvements plans with them
- Proactively modify the delivery time or contact customers in case of unexpected events (weather, strike...)

- You will own the delivery contact rate plan
- Build yearly plan to decrease the customer contacts
- Set up quarterly targets
- Work with product team to have project improvements settled in their roadmap
- Calculate the impacts on budget

- You will handle the delivery agents process
- Support H2 2025 care tool migration by updating the agents process
- Work with the training and content team to adapt the knowledge documentation

YOU ARE AT THE RIGHT PLACE IF :

- You have a bachelor's degree or equivalent
- You have at least 3-5 years of experience in Operations, Logistics and/or Care and process
- You possess strong organizational, analytical and multitasking abilities
- You are fluent in English.
- You're adaptable and open to learning in a dynamic environment.

WHY SHOULD YOU JOIN US ?
At Back Market, we're committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives - IT's one of the reasons we're such a high-scoring certified B Corp company (93.2).
No matter your role and seniority level, you'll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment - with benefits to match, like :- A mission driven work environment where your day to day makes an impact on the planet. Seriously.- Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.- Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.
At Back Market, we strive to create a workplace that embodies the world we're trying to change. We've embedded our diversity, equity, and inclusion principles into our DNA - from dedicated staff to employee resource groups to our company values.We know that the perfect background for a role doesn't mean the perfect fit - we encourage you to apply for a role even if you think you may not have all the qualifications.
If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.