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U.S Content & Knowledge Manager

Back Market

Back Market

New York, USA
Posted on Monday, August 7, 2023
Back Market is the world’s leading refurbished electronics marketplace with a team of 650 people, powering operations in 21 countries (and counting!).

Named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021, our mission is simple: empowering people to consume tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps lower our collective environmental impact . We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014.

Be part of an exciting and growing international adventure that will change the way the world consumes tech.

We are seeking a Content & Knowledge Manager to join the Customer Care team at Back Market.

*This role is located in our Brooklyn, New York office and requires candidates to be authorized to live and work in the United States.*

YOUR MISSION: 🥇

  • As the U.S. Content & Knowledge Manager, you will be responsible for the following:

CONTENT

  • Single point of contact regarding all articles under country scope.
  • Works with Process teams to ensure all necessary information is updated in articles for agent viewing.
  • Regularly audits and updates articles under country scope.
  • Ensures all articles under country scope conform to standard CKB format.
  • Maintains a backup of every CKB article under country scope.
  • Regularly reports on the number of CKB articles under the country's scope.
  • Works within the framework set by the CKB Project lead to implement changes and maintain articles.
  • Ensures all templates under country scope conform to a unified indexing system.
  • Acts as the single point of contact regarding all templates under the country scope.
  • Regularly removes redundant or obsolete templates under the country scope.
  • Ensures that language used in templates is coherent with the BM brand.
  • Works within the framework set by the Templates Project lead.

TRAINING

  • Delivers initial training when needed at our BPO sites under country scope.
  • Adapts initial training material for countries supporting a market-specific initial training (e.g. EN, US, DE, ES)
  • Translates and/or organizes translation of content with 3rd parties for initial training.
  • Works within the framework set by the E-learning admin for creating course material.
  • Owns the initial training content for their specialization bucket.
  • Owns the certification criterion for their specialization bucket.
  • Takes the lead in creating training content for new processes/policies that fall in their specialization bucket and/or country.
  • Creates and updates their assigned tasks in our content development pipeline (on Jira)
  • Works with Process teams to capture all relevant information for agent training, and updates all material under specialized scope.
  • Meets with BPOs on a weekly basis with our BM Country Manager to deliver training updates & obtain needs for additional training.
  • Follows up on training completed for their country scope in tandem with BPO country managers.

PROJECT MANAGEMENT

  • Builds an action plan for their chosen project and presents to Lead T&C for validation
  • Organizes meetings within the training & content team to execute the action plan
  • Reports to Lead T&C on key KPIs and progress of dedicated projects
  • Gives visibility to the wider Care team on project impact and progress using hard figures
  • Acts as the central point of contact within the team for the chosen project(s).

YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have demonstrable experience building training content & delivering it in both a live classroom and a virtual environment
  • You are no stranger to KPIs. You have an analytical mindset that allows you to monitor and measure your efficiency
  • You have experience in independently managing projects from A-Z
  • You have strong stakeholder & project management skills
  • You are organized, structured, and have a solutions-oriented mindset
  • Fluency in English is required

Additional “nice-to-haves” (not Mandatory)

  • You have experience working with Learning Management Systems, 360Learning a plus
  • You have knowledge in HTML, CSS, and JavaScript
  • You have knowledge of UX/UI and design concepts

RECRUITMENT PROCESS

  • Round 1 with Lead Agent Content & Knowledge Management
  • Round 2 with Internal Stakeholders
  • Round 3 with Head of Customer Care Operations
  • Round 4 with U.S. GM

This position has an estimated annual base salary range of $70,000 to $90,000, plus opportunities for equity. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors. We welcome direct conversations with each candidate about compensation in all of our initial calls.

WHY SHOULD YOU JOIN US ? ✌🏼

  • An attractive salary that comes with equity options, health insurance, paid maternity and parental leave, 401K, commuter benefits, mental health support, and more,
  • Flexible working hours and hybrid models that let you choose which days you to work in the office and at home (because work-life balance is an individual right).
  • Professional development programs, internal mobility, and the opportunity to make your career what you want it to become.
  • A meaningful mission. But also fun. We're serious about changing the landscape of the electronics industry and we like to keep things spicy.
  • A booming scale-up: we are rapidly growing in Europe, the USA and in Asia!
  • Welcoming, safe, and inclusive working environment where everyone's opinion, differences, and backgrounds are heard and respected.

Back Market is an Equal Opportunity Employer which means we pledge to not discriminate against employees based on race, color, religion, sex, national origin, age, disability or genetic information.. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.

Back Market is helping to address one of the biggest challenges of our time: climate change. We take this so seriously that we were awarded status as a “Société à Mission”, or company with a social mission, by the French government. We know we can’t tackle a global problem without a globally representative team so we are committed to embedding diversity, equity and inclusion principles in every aspect of our organization. But more importantly, being One Loving & Free Spirited Tribe is in our DNA as it is one of the five foundational values of our company since we got started way back in 2014. We are committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. We know our lofty goals cannot be reached unless everyone has a seat at the table along with the resources and opportunity to grow.