Refurbishment Operations Manager UK

📋 Description

• • Back Market is on a mission to revolutionize the technology industry by making refurbished devices the norm, offering consumers reliable, affordable, and environmentally conscious alternatives to new products. We are a global marketplace dedicated to sustainability, significantly reducing carbon emissions with every device sold. Our commitment extends beyond products; every team member contributes to our overarching goal of doing more with what we already have, fostering a culture of environmental responsibility and consumer advocacy.
• • We are seeking a dynamic and experienced Refurbishment Operations Manager to join our Quality team in London. This pivotal role will be based at our Innovation Lab, a cutting-edge facility that serves as a testament to our leadership in the refurbishment sector. You will be instrumental in managing quality controls and processes, while also actively contributing to the development and strategic positioning of the Innovation Lab itself. This is a permanent contract position, offering a hybrid work model with one remote day per week, located conveniently near Waterloo Station.
• • **Quality Audits & Monitoring:** A core responsibility will be to rigorously assess the quality of refurbished products available on our platform. This involves conducting regular 'mystery shopper' orders to evaluate product condition, functionality, and adherence to Back Market's stringent quality standards. You will also be responsible for identifying, prioritizing, and executing site visits to our refurbishment partners (factories). These audits will provide invaluable insights into their refurbishment processes, technological capabilities, and best practices, enabling us to drive continuous improvement across the network.
• • **Innovation Lab & Brand Equity:** You will play a key role in architecting and operating our state-of-the-art Innovation Lab. This facility is designed not only to showcase our technological prowess but also to serve as a venue for high-profile events, including press conferences and investor roadshows. Your efforts will be crucial in positioning Back Market as a leader in the refurbishment industry. Furthermore, you will coordinate discovery workshops with key stakeholders such as clients, prospects, and sellers. These sessions are designed to foster greater awareness and understanding of the benefits of refurbishment, while also gathering critical customer feedback to inform our strategy. A significant aspect of this role involves driving brand equity enhancement through strategic initiatives and effective communication, highlighting Back Market's technological expertise and commitment to quality through various internal and external channels.
• • **Seller Quality & Operations:** You will act as a key advisor to our network of sellers, guiding them on how to optimize their manufacturing and refurbishment processes. This includes recommending the most effective tools, technical procedures, and quality control methodologies to ensure the highest standards. You will be instrumental in establishing and cultivating a comprehensive knowledge network for sellers, providing them with the resources and support needed to achieve refurbishment excellence. This includes curating a catalog of essential components, machinery, and software, ideally at negotiated prices, to empower sellers in delivering top-tier quality. Additionally, you will equip our Seller Success Managers (SSMs) with actionable insights derived from your quality assessments and market intelligence. This will enable them to develop tailored improvement plans for sellers, focusing on critical areas such as technical functionality, aesthetic condition, and accessory quality.
• • **Strategic Impact:** This role offers a unique opportunity to influence the future of the refurbished electronics market. By ensuring the highest quality standards, fostering innovation within our partner network, and effectively communicating our value proposition, you will directly contribute to Back Market's growth and its positive environmental impact. You will be at the forefront of demonstrating that refurbished technology is not just a viable alternative, but a superior choice for consumers and the planet.
• • **Collaboration & Development:** You will work closely with cross-functional teams, including Product, Operations, and Seller Success, to ensure a cohesive approach to quality and seller performance. Your insights will be critical in shaping product policies, operational improvements, and seller support strategies. This role demands a proactive, analytical, and hands-on approach, with a strong bias towards action and a passion for driving tangible results in a fast-paced, innovative environment.
• • The ideal candidate will possess a deep understanding of the electronic repair and maintenance landscape, coupled with a passion for technology and sustainability. You should be comfortable presenting to diverse audiences and have a strategic, industrial mindset to drive large-scale improvements. If you are ready to make a significant impact on the future of tech and the planet, we encourage you to apply.