Head of Care & Shipping Analytics

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?

DESCRIPTION

We're looking for a strategic Head of Care & Shipping Analytics to drive data-driven decision-making in our Customer Care and Shipping operations. You'll ensure Customer Care is a competitive advantage for Back Market by building trust through exceptional experiences, and that our Shipping operation delivers seamless post-purchase journeys.

You bring deep expertise in analytics, user research, and commercial strategy. You'll unlock actionable insights from marketplace, customer care, and logistics data to drive first class customer experience and operational efficiency. This role is perfect if you're passionate about measuring and improving customer satisfaction while optimizing operational effectiveness.

If you thrive on crafting scalable data strategies, influencing decisions through analytics, and sabotaging the notion that great care has to be expensive—you're in the right place.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

You'll drive analytics strategy across Customer Care and Shipping to elevate satisfaction, reduce costs, and improve delivery experience. Your insights will directly influence BPO performance, AI automation, carrier selection, and product roadmap priorities.

Key Responsibilities:

- Own satisfaction metrics across all care channels, diagnosing r...