Senior Lead Process Management (Operations)

TL;DR

Senior Lead Process Management (Operations): Leading the strategy and execution of after-sales customer experience processes for a global refurbished tech marketplace with an accent on process optimization, automation, and cross-functional collaboration. Focus on driving CX improvements, managing high-performing teams, and leveraging AI-driven support tools to balance business efficiency with customer satisfaction.

Location: Hybrid role based in Paris or Bordeaux, France

Company

hirify.global is a global marketplace for refurbished devices, dedicated to reducing environmental impact by making high-quality, affordable tech accessible.

What you will do

• Lead, mentor, and coach a team of Senior Care Operations Managers to foster a culture of data-driven decision-making.
• Define the long-term vision and strategic roadmap for after-sales Care Operations aligned with business goals.
• Serve as the ultimate owner of the after-sales Customer Experience, setting standards for customer-first process design.
• Drive continuous process mapping and optimization to minimize recontact rates and improve efficiency.
• Maximize the use of automation and AI agents (Intercom/Fin AI) to deliver scalable customer support.
• Act as the Business Leader for a cross-functional squad, contributing to product roadmaps and key initiatives.

Requirements

• 7+ years of experience in Operations, Customer Experience, or Program Management within high-growth tech or e-commerce.
• 3+ years of experience leading and managing a team of analytical specialists or process managers.
• Proven expertise in Customer Journey Mapping, Process Design, and Optimization (Lean/Six Sigma preferred).
• Deep understanding of Customer Support tooling and automation, specifically Intercom or similar platforms.
• Strong analytical skills with a track record of using data (SQL, Tableau) to drive prioritization.
• Fluency in English is required; proficiency in French, German, or Spanish is a plus.

Culture & Benefits

• Mission-driven work environment focused on environmental impact.
• Hybrid work policy with 2 remote days per week, 1 remote work week per quarter, and 3 flex days.
• Access to Employee Resource Groups, mentorship programs, and cultural competency training.
• High-scoring certified B Corp company with a focus on diversity, equity, and inclusion.