Upway
Upway

Central Operations Manager, France

Join Upway, a leading e-bike retailer, as the Central Operations Manager in France. In this role, you will oversee all customer-facing operations, optimize logistics, and drive improvements in customer experience and financial efficiency. You will lead a team of customer care agents, manage relationships with suppliers and partners, and work closely with internal stakeholders. The ideal candidate will have a strong academic background, 6+ years of experience in operations or finance, and fluency in French and proficiency in English.

Résumé suggéré par Welcome to the Jungle

Résumé du poste
CDI
Gennevilliers
Télétravail occasionnel
Salaire : 60K à 80K €
Expérience : > 5 ans
Éducation : Bac +5 / Master
Compétences & expertises
Connaissances en logistique
Communication
Aptitude à résoudre les problèmes
Missions clés

Diriger, encadrer et coacher l'équipe des agents du service client, en veillant à l'atteinte des objectifs de performance.

Optimiser la logistique et les routes de livraison, en établissant des relations à long terme avec les partenaires.

Concevoir, mettre en œuvre et améliorer les processus pour optimiser l'expérience client et l'efficacité financière.

Upway
Upway

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Le poste

Descriptif du poste

Upway is hiring its Central Operations Manager among its Operations team in France. The Operations team’s role is to create the largest and highest-quality ebike offering for Upway shoppers, by sourcing the best e-bikes, refurbishing them and delivering them to their new owner in a seamless customer experience.

The Central Operations Manager oversees all customer-facing operations—from pre-sales support to warranty management—while ensuring smooth and efficient logistics. Their mission is to deliver a best-in-class experience, scale support & logistics operations in line with business growth, and continuously improve efficiency and cost-effectiveness. They work closely with the UpCenter Operations team (particularly the UpCenter lead) to identify and implement improvements.

What you will do

  • Scale, lead and coach the team of Customer Care agents (>10 people)

  • Own logistics setup & routes implying FR operations : optimize costs & service level, build long-term relations with partners & explore alternatives

  • Deliver the best logistics and support metrics (ETA, SLA, NPS…)

  • Champion the customer perspective and proactively share insights with internal teams to drive improvements.

  • Manage relationships with suppliers, manufacturers and partners

  • Design, implement and improve processes to optimize customer experience and financial efficiency

  • Set up tools and dashboards to get an accurate view on central operations

  • Work closely with the France UpCenter Operations team, as well as other internal stakeholders

Profil recherché

  • Strong academic background in engineering, finance, business or similar

  • 6+ years of experience in Operations, Finance, Consulting or equivalent

  • Fluency in French, proficiency in English

  • Strong communication and leadership skills

  • Outstanding problem-solving skills, with a keen eye for detail, root cause analysis, and data interpretation

  • Deeply customer-centric, always striving to enhance the Upway experience

  • Comfort with working in a fast-paced and changing environment

  • Energized by change and dynamic work settings

  • Readiness to work on-site, we are based in Gennevilliers - Grésillons (RER C)

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