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Tools Analyst - Support Operations (full remote possible)

CDI
Paris
Salaire : Non spécifié
Télétravail non autorisé
Éducation : Bac +5 / Master

ManoMano
ManoMano

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Descriptif du poste

OUR COMPANY CULTURE 💙

People are at the heart of ManoMano’s culture around our 3 core values : boldness, ingenuity and care. 

ManoMano’s priority is to deliver excellent Customer Experience and aims 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 Service and Seller Support. 

Inside the Customer Service & Seller Support Operations organization, the Operations Excellence organization handles all performance related topics of the CSSO, from Customer Service and Seller Support to Presales and B2B. 

The Operational Performance is part of the Operations Excellence organization. It is a transversal department dedicated to guarantee ops scalability and continuous performance improvement.

The Performance team gathers 2 poles: the tools administration (of the SaaS applications we use for interactions with our customers & sellers: support, migrations, optimisation and continuous improvements, projects and vision on wider initiatives) and the business reporting and analysis, using data from those tools for KPIs building and measurement. Our aim is to improve the overall efficiency of all the tools and services needed for our CSSO, at an optimized cost, through maximum automation and smoothest processed flow, based on data-driven decisions.

The Tools Analyst will be the business process owner of the toolbox used at each level of the CX/seller experience: preSales, AfterSales, Seller Support. He/She will therefore be in charge of designing, maintaining, documenting, and supporting the best environment for the tools that are used to interface the Manomano omnichannel support functions with its customers/sellers on a daily basis. Part of the work is also to be the expert in advising and sharing good practices on those tools.

Your missions :

  • Run regular audits of the existing tools and design the most relevant functional ecosystem to support the company mid-term and long-term strategy as well as day-to-day operational needs,
  • Work closely with the Product team to define improvement opportunities, needs and releases to be developed, tested and implemented,
  • Be the main point of contact between the users, the editors and the Tech department in the dedicated tools administration,
  • Translate the operational/business needs into functional specifications to guide internal (Product, Dev, …) or external (integrator, editor, …) teams,
  • Lead the benchmark of the market solutions, shortlist and select the new applications,
  • Coordinate the implementation/migration projects with all the internal departments involved (IT, Legal, BI, Operations, Finance, …) and the editor,
  • Perform trainings and provide support to internal users and outsourcing partners,
  • Conduct the change management and guide the teams towards new processes,
  • Select, test and apply patches/upgrades/new versions together with key users,
  • Build and maintain the library gathering contracts, documentation, specifications, user-guides,...
  • Monitor the licenses and maintenance consumption plan (when applicable), run the budget.
  • Requirements :

  • Engineer or IT background, bac + 5 or equivalent,
  •  Technical-functional profile (or Developer profile are welcome too),
  • 5+ years of significant experience administrating or running an omnichannel SaaS in a CS department preferably within an e-commerce environment,
  • Capacity to design rational models and processes that fit the business needsProject management experience, internal or acting as consultant,
  • Knowledge of a Customer Service Support platform (Zendesk, Zoho, SalesForce, …),
  •  Problem-solving, ability to take initiatives and find/suggest solutions,
  •  Teamplayer,
  • Open-minded and willing to find the best solutionFluent in English, French mandatory,
  • Proficiency in Python, Deluge and SQL is a plus.
  • At ManoMano we are dedicated to building an inclusive and diverse workforce where each individual can grow. 

    We respect and value the richness of varied cultures, perspectives, skills and experiences within our teams which is why we are looking for talented people from all backgrounds.

    The information collected on this form is recorded in a file used by ManoMano - Colibri SAS so that we can process your application.   

    The data is kept for 2 years from the date of your application. You can access your data, rectify it, request its deletion or exercise your right to limit the processing of your data. You can also exercise your right to the portability of your data. Consult the cnil.fr website for more information on your rights. 

    To exercise these rights or if you have any questions about the processing of your data under this scheme, you can contact our data protection officer by writing to dpo@manomano.com.  

    If, after having contacted us, you feel that your "Data Protection" rights have not been respected, you may submit a complaint to the CNIL.

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