Manomano recrute un(e)
Applications program manager(possible full-remote in France)
CDI • Paris, France
Cette offre est lié au département Customer seller support
Mots clés:
Javascript
Remote
At ManoMano, we bet on passionate and innovative people! Are you looking for a great environment to grow professionally and personally ?
Join us in this tremendous adventure !
ABOUT
Launched in 2013, ManoMano is the European leader specialised in DIY, home improvement and gardening online. ManoMano brings together the largest offer of DIY & gardening online products(e)With more than 3600 seller partners, 10 million products, 7M active customers and 50M unique visitors per month, ManoMano is a disruptor of online home improvement, DIY and gardening across 6 countries : France, Belgium, Spain, Italy, Germany, United Kingdom.
ManoMano was valued at $2.6 billion and reached Unicorn status in July 2021 after $725 million raised 8 years after its creation.
ManoMano also works for the pros with ManoManoPro, a unique platform designed to make life easier and free building craftsmen from their daily constraints(e)Currently in France, Spain and Italy, the BtoB activity saves craftsmen time by revolutionizing their purchasing processes.
We currently are more than 900 Manas & Manos, including a quarter of international talents and 24 nationalities, working in our 4 offices (Paris x2, Bordeaux and Barcelona).
Our vision, as a responsible European B2C and B2B industry leader online, is to offer a unique value proposition on our HI markets, beyond product to services, to be an A Brand(e)Our ManoMano way of life, within business hypergrowth, is to always keep the human dimension at its right place(e)Empowering people to responsibly make their own kind of world is our mission.
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 the best-in-class Customer Experience and aim to become a leader in this area(e)To reach this objective, we seek to deliver an irreproachable service, particularly thanks to innovative tools and optimized Customer and Seller Support(e)
Within the ‘Customer Service & Seller Support Operations’ team, the Applications Program Manager is attached to the Operational Excellence team, a transversal team dedicated to improving the operational performance, finding solutions for various teams, from Customer Service and Seller Support to Presale and B2B(e)
Our role is to improve the overall efficiency at an optimized cost, through maximum automation and smoothest processed flows(e)The Application Manager will be the business process owner of the toolbox used at each level of the CX/seller experience: preSale, AfterSale, Seller Support, B2B(e)He/she will be in charge of designing, maintaining and supporting the best environment for the tools that are used to interface the Manomano support functions with its customers/sellers on a daily basis.
Your main responsibilities will include:
- Administration and management of our ticketing system, Zendesk, by making continuous improvements and optimization on workflows, automations, but also integrations through APIs
- Work closely with our data ops team in order to ensure a smooth data integration/structuration and get a nice data model for KPI handling and caring.
- Managing our other customer tools such as Diabolocom, our call center software solution
- Run regular audits of the existing tools and design the most relevant blueprint to support the company mid-term and long-term strategy as well as day-to-day needs
- Translate the operational/business needs into functional specifications
- Provide solutions for any technical issues/problems that may happen related to customer care tools
- 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 editors, acting as a business advocate.
- Select, test and apply patches/upgrades/new versions together with key users
- Monitor the licenses and maintenance consumption plan (when applicable), run the budget
- Knowledge transfer
- Perform trainings and provide support to internal users and outsourcing partners
- Share your knowledge of customer care tools & systems best practices, communicating about it within the team/the company and design/implement it
- Conduct the change management and guide the teams towards new processes
- Build and maintain our confluence space gathering contracts, documentation, specifications, user-guides,...
Requirements/ profile:
- Engineer or IT background, bac + 5 or equivalent
- Technical program manager profile / solutions architect / system integrations specialist profile
- You have relevant experience using ticketing tools/systems such as Zendesk, Freshdesk, SalesForce…
- Zendesk certified support expert is definitely a plus
- 3+ years of significant experience running end-to-end projects in complex or fast-paced IS structures, working in Customer Operations/Ticketing/Customer systems and tools administration
- Having an advanced tech knowledge, especially on APIs, JavaScript or Deluge scripting language is a plus.
- Teamplayer, caring for others, able to work in autonomy.
- Capacity to design rational models and processes that fit the business needs(e)Using a lovely mix between creativity, boldness and strong knowledge.
- Knowledge of Zoho Suite tools highly appreciated (and Deluge scripting language)
- Business oriented
- Fluent in English, French mandatory
Benefits
- A start-up environment made in France in hyper growth
- Autonomy with a wide field of action
- An immersion in the data-driven e-commerce
- Agile & international environment with bright and friendly colleagues
- Possible full remote
- The international dimension (France, Italy, Spain, United Kingdom, Germany)
- A pleasant setting in Paris in more than 3,000 m² (a free gym, a terrace, a music room)
- Retreats/ fun: music room/ a terrace/ modern office/ Crafternoons every Thursday afternoon (share your knowledge, learn from others)/ External events attendance, fairs & Meetups / DIY workshops
- Take care of your mental health with our dedicated partner with moka.care
- Restaurant card (Swile), mutual, transportation, 5-7 weeks vacation/year
- MM employee discount
- Parents: flexible policies
Li-remote
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(e)You can access your data, rectify it, request its deletion or exercise your right to limit the processing of your data(e)You can also exercise your right to the portability of your data(e)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.