Head Of Engineering - Care

Back Market is the world's leading refurbished electronics marketplace with a team of 650 people, powering operations in 18 countries (and counting!). Named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021, our mission is simple: empowering people to consume tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps lower our collective environmental impact . We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014. Be part of an exciting and growing international adventure that will change the way the world consumes tech. Back Market is looking for a Head Of Engineering to lead our customer care organization. The Care team is responsible for delivering, integrating, and maintaining software to provide customers with a seamless and best-in-class care experience . Three engineering managers will directly report to you, each managing a cross-functional team of 6 to 8 engineers . The main users of our software are customers, sellers, and Back Market agents. You will collaborate across teams and business functions in the company, which is key to ensuring that operations and engineering complement each other to deliver the best experience to the customer. The core competencies of this role include mentoring and coaching people , cultivating a collaborative team , leading delivery, production operations, and continuous improvement. As in Back Market, we lead by example, we expect the role to also be hands-on , so personal contribution is expected. You will manage teams distributed across our Paris office, Barcelona office or fully remote. What you'll be doing :

• Leading a collaborative team to deliver great software that our customers and sellers will love!
• Collaborating with the product group and other tribes to align the team with company objectives and initiatives across engineering and the wider business
• Ensuring the development of people and teams through ongoing coaching and mentoring
• Creating a team environment where team members feel like they belong and are supported to do their best work
• Establishing open communication and a culture of feedback between team members
• Working in an agile "build it and run it" environment where engineering teams build, launch, monitor and support the sections they own
• Working with the team to identify and make improvements in our processes, practices and product
• Supporting teams in increasing delivery proficiency by creating a learning environment.

Key Responsibilities :

• Identify and mitigate our worst possible customer experiences
• Make it easy for customers to get a solution to their problems
• Enable our 700 Back Market agents to best support our customers and sellers
• Release sellers from the burden of managing customer care. Make the sellers experience frictionless when we need them to take action.
• Empower the various business units of Back Market to own their care experience and fix customer issues at the root

What We're Looking For :

• Experience and passion for growing, developing, and guiding people
• Openness to receiving and giving feedback in a safe workplace
• Interest in working in an environment where leaders support their teams to do great work, by removing impediments, finding improvements, and facilitating effective decision-making
• Enthusiasm about reaching new levels of effectiveness (and quality!)
• A background as an individual contributor and willingness to help when the team needs it
• Good verbal and written communication skills in English
• Excitement to learn about how our industry works and the impact we bring to our customers and the world
• Experience working in agile development teams with some knowledge of our following tech stack: AWS, Kubernetes, Docker, RestFul API, Python, Django, VueJs, Nuxt, Datadog, Spinnaker, Nginx, UWSGI

Recruitment process :

• Call with Yann, Tech talent partner (40mn)
• Leadership & Management interview with Mathieu Zeller & Chris Dupin (1h)
• Technical interview around System design, API & Technical leadership (1h30)
• Stakeholder interview with one of our product managers and someone from business (1h)
• BM value interview (45 min)

WHY SHOULD YOU JOIN US ?

• A meaningful job: you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!
• A meaningful company: we became a mission-driven company in January 2022.
• Be part of a worldwide growing company based in Europe, the USA and Asia to face great challenges: you will have the freedom to innovate and adopt new ideas!
• Work alongside passionate experts: who will share their knowledge and help you develop and grow in your career.
• Grow your career: with a flexible career path and a dedicated Learning & Development team. Back Market will help you evolve with personalized internal trainings and external handpicked providers from day 1!
• Leadership Academy by Back Market:"be a coach not a dictator" is at the core of this program! We train and enable all our leaders to support their team towards achieving goals. Be a manager at Back Market is a unique experience we take by heart.
• An attractive salary, equity and a host of benefits including: Lunch voucher, health insurance, relocation package, paid time off for activism in your community, parental benefits, flexible hours, etc
• One Loving Tribe: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.
• Be part of one of our Employee Resource Groups created around shared identities, common backgrounds and/or special interests crafted to be a safe space and an expressive outlet.
• Several internal events: The Monday Brief (weekly)/ The Somehands (monthly)/ The All Hands (annual).
• We're here to SABOTAGE: It's our mantra. It keeps us focused on what we aspire to be: a little bit sneaky, always smart, kinda frugal and constantly conspiring to create maximum impact.

Back Market is an Equal Opportunity Employer which means we pledge to not discriminate against employees based on race, color, religion, sex, national origin, age, disability or genetic information. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team. Back Market is helping to address one of the biggest challenges of our time: climate change. We take this so seriously that we were awarded status as a "Société à Mission", or company with a social mission, by the French government. We know we can't tackle a global problem without a globally representative team so we are committed to embedding diversity, equity and inclusion principles in every aspect of our organization. But more importantly, being One Loving & Free Spirited Tribe is in our DNA as it is one of the five foundational values of our company since we got started way back in 2014. We are committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. We know our lofty goals cannot be reached unless everyone has a seat at the table along with the resources and opportunity to grow.