ManoMano’s priority is to deliver excellent Customer Experience and aim to become a leader in this area. To reach this objective, we seek to deliver an irreproachable service, particularly thanks to an innovative and optimized Customer and Seller Support.

Inside the ‘Customer Service & Seller Support Operations’ team, the Quality team is transversal to the organization, tackling issues for different teams from Customer Service and Seller Support to Presales advice. Our role is to build develop efficient processes, measure performance and optimize customer satisfaction and resolution time.
The Continuous Improvement Manager will be in charge of auditing processes, building methods to identify improvements and implement process standardization and mechanisms such as gemba walk, Kaizen and Sake events.
Finally the Continuous Improvement Manager will be expected to create the continuous improvement culture throughout ManoMano.

Your main tasks will include:

• Definition of operations standards
• Analysis and monitoring of business processes
• Process documentation
• Implementation of various optimization methods
• Transversal projects (Tools, Productivity…)

Requirements:

Business and / or analytics background, bac + 5 or equivalent
+2 years experience in an analytical position (Consultant, Analyst…)
A strong analytical & detail-oriented mindset
Customer centricity
Lean/Six Sigma blackbelt experience
The ability to synthesise and explain your analyses
A creative mindset to identify solutions & shortcuts
The capacity to design automated tools
High Excel level and/or Mastering (or willingness to master) SQL