Senior Quality Performance Project Manager

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.