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 e-bike 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
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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