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Senior Quality Performance Project Manager

In this role, you will lead the continuous quality improvement effort of the US market.  As the US Senior Quality Performance Project Manager, you will report to the Director of Global Quality.  You will be responsible for working hand-in- hand with our Innovation Lab Manager  to monitor the US quality metrics, strategizing on plans and projects to improve them.


Your mission (if you accept it): 🥇
  • Set, monitor and enforce seller quality metrics
  • Understand root causes of and quality challenges for US-based sellers
  • Identify patterns and trends which could provide an early indication of which seller segments are likely to underperform and proactively take action to address the root cause
  • Convert complex and deep analysis that you will lead into concrete and short-term seller-oriented actions with strong impact
  • Work with account managers to educate sellers both at onboarding and throughout their lifecycle on Back Market
  • Develop internal and external training and communication to ensure all quality metrics are clearly understood
  • Nurture the product and process roadmaps by sharing relevant feedback, identifying patterns to automate operations work, highlight and flag quality issues to various owners and own the implementation and rollout of quality-related projects for US-based sellers
  • Find the right balance between short term quick wins and long term quality projects
  • Own the implementation and rollout of seller quality-related projects
  • Manage existing, and build new, tools for sellers and the internal Supply team to monitor and improve customer satisfaction and product quality


You are in the right place if: ⭐
  • You have 5+ years of experience with a proven track record of project management, driving high impact projects to completion (identifying / prioritizing / scoping / driving projects)
  • You have experience in best-in-class customer service organizations
  • You have a strong knowledge of the e-commerce industry and have high customer experience expectations
  • Excellent written and oral communication, interpersonal communication skills, time management, with a proven ability to do this at a management level internally and externally
  • You have preferably worked in a startup hyper-growth environment
  • You are solution-oriented, focused on quick results and lean approach
  • You're a data-driven person, you know how to define KPIs and track them to make sure you focus on the projects with the highest impacts
  • You’re a fantastic team player, thriving in an international environment
  • Familiarity with Salesforce, Tableau and SQL are a plus


Recruitment Process: 📅
  • Recruiter Phone Screen 
  • Business Screening (Hiring Manager interview)
  • Internal Stakeholder Interview
  • Back Market Values Interview


This position has an estimated annual base salary range of $90,000 to $135,000, plus opportunities for equity. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors. We welcome direct conversations with each candidate about compensation in all of our initial calls.

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Average salary estimate

$112500 / YEARLY (est.)
min
max
$90000K
$135000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Senior Quality Performance Project Manager, Back Market

Join us as a Senior Quality Performance Project Manager at Back Market in New York, where you'll play a pivotal role in driving quality improvement initiatives for the US market. In this position, you will work closely with the Director of Global Quality and our Innovation Lab Manager to monitor and strategize on quality metrics for our sellers. Your mission includes setting and enforcing seller quality metrics, understanding the root causes of quality challenges, and identifying trends that signal potential underperformance among seller segments. We’re looking for someone who can transform complex analyses into actionable steps with a strong impact. You'll also partner with account managers to provide education to sellers during onboarding and throughout their journey with Back Market. Developing and providing internal training to ensure that all stakeholders understand quality metrics is crucial, as is nurturing product roadmaps by flagging quality issues and overseeing the rollout of projects aimed at enhancing seller quality. If you're a solution-oriented, data-driven individual with at least 5 years of project management experience, particularly in customer service within the e-commerce industry, we want to hear from you. Here, you'll have the freedom to balance quick wins with long-term quality projects that make a difference. Let's work together to improve customer satisfaction and product quality for our sellers!

Frequently Asked Questions (FAQs) for Senior Quality Performance Project Manager Role at Back Market
What responsibilities does the Senior Quality Performance Project Manager at Back Market have?

The Senior Quality Performance Project Manager at Back Market is tasked with leading continuous quality improvement efforts, monitoring US quality metrics, implementing short and long-term quality projects, and managing training and communication for sellers to enhance their understanding of quality standards.

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What qualifications do I need to be a Senior Quality Performance Project Manager at Back Market?

To qualify as a Senior Quality Performance Project Manager at Back Market, candidates should have over 5 years of project management experience, a strong understanding of the e-commerce industry, exceptional communication skills, and experience working in high-growth environments. Familiarity with tools like Salesforce and SQL is a plus.

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How does Back Market support sellers in maintaining quality standards?

Back Market supports sellers through ongoing education and training during onboarding and throughout their lifecycle. The Senior Quality Performance Project Manager facilitates this by developing effective communication strategies and working with account managers to ensure sellers meet quality metrics.

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What tools and metrics will I use as a Senior Quality Performance Project Manager at Back Market?

As a Senior Quality Performance Project Manager at Back Market, you will work with various tools to monitor key performance indicators (KPIs), including Salesforce and Tableau, to ensure sellers meet and exceed customer satisfaction and product quality standards.

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What is the recruitment process like for the Senior Quality Performance Project Manager role at Back Market?

The recruitment process for the Senior Quality Performance Project Manager at Back Market includes a recruiter phone screen, a business screening with the hiring manager, interviews with internal stakeholders, and alignment with Back Market's values.

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Common Interview Questions for Senior Quality Performance Project Manager
Can you explain your experience with project management in a fast-paced environment?

Certainly! In my previous roles, I've successfully managed multiple projects under tight deadlines, utilizing agile methodologies to adjust quickly to changing priorities. I prioritize effective communication with teams and stakeholders to ensure alignment and progress.

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How do you approach analyzing quality metrics?

I adopt a structured approach to analyze quality metrics by defining key performance indicators, gathering relevant data, identifying trends or anomalies, and then translating this analysis into actionable plans that can drive improvements.

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Describe a time when you identified and resolved a quality issue.

Once, I identified a recurring quality issue that was affecting customer satisfaction. I conducted a root cause analysis, collaborating with various departments, and implemented a new training program for sellers, which resulted in a significant decrease in complaints.

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What strategies do you use to ensure effective communication with sellers?

I believe in proactive communication, so I provide regular updates and feedback to sellers about their performance. I also conduct training sessions and one-on-one meetings to address any concerns, ensuring sellers are well-informed and engaged.

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How do you handle conflicting priorities on a project?

I assess the impact of each priority and consult with stakeholders to understand their perspectives. I try to find a balance, breaking down the project into manageable steps and addressing urgent issues first while keeping long-term goals in sight.

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What tools do you find most useful for tracking project progress?

I frequently use project management tools like Jira and Trello for tracking progress, and leverage analytics platforms such as Tableau to assess quality metrics. These tools help keep the team organized and focused on our primary objectives.

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How do you foster teamwork and collaboration in your projects?

I encourage open communication and regular brainstorming sessions, ensuring that everyone’s voice is heard. I believe in defining roles clearly and celebrating team achievements, which strengthens morale and collaboration.

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What’s your approach to setting quality metrics?

I set quality metrics by first aligning them with the company’s goals, then identifying measurable KPIs that reflect performance. I ensure these metrics are realistic, achievable, and regularly reviewed to maintain focus on continuous improvement.

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How do you motivate your team during challenging projects?

I focus on creating a supportive environment by recognizing individual contributions and providing clear guidance. I believe in celebrating milestones, no matter how small, which helps the team stay motivated and engaged.

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What is your view on balancing quick wins and long-term quality projects?

Balancing quick wins and long-term projects is essential. Quick wins provide immediate results and boost morale, while long-term projects are crucial for sustained quality improvements. I aim to integrate both into my strategy for overall success.

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Leading the way in a shift towards a circular economy, freeing the planet from electronic waste, and building a leading global tech company are three solid reasons to wake up every morning. Taking part in Back Market’s adventure means committing ...

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BENEFITS & PERKS
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Full-time, on-site
DATE POSTED
March 12, 2025

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