Head of Care & Shipping Analytics

📋 Description

• • As Head of Care & Shipping Analytics at Back Market, you will drive data-driven decision-making to elevate customer experience and operational efficiency in Customer Care and Shipping operations, directly impacting customer satisfaction, cost reduction, and delivery performance.
• • You will own satisfaction metrics across care channels, build measurement frameworks for AI-powered tools, lead shipping analytics strategy, partner with Product and Operations to translate insights into roadmap priorities, provide data-driven scorecards for BPO partners, develop shipping economics models, lead and mentor a team of analysts, and own analytics engineering by building scalable data pipelines in BigQuery.
• • You will join a mission-driven global marketplace for refurbished devices committed to reducing environmental impact, where every role contributes to making tech more sustainable and accessible, backed by a certified B Corp status (93.2) and a culture of diversity, equity, and inclusion.
• • You will have the opportunity to influence strategic decisions through analytics, mentor a team, deepen expertise in customer care and logistics analytics, and grow your impact in a fast-paced, innovative environment that values data-informed action and continuous learning.