Senior Lead Process Management

About This Opportunity

Our talent team is representing a confidential e-commerce organization seeking a Senior Lead Process Management professional in Paris. This leadership role sits at the intersection of customer experience, operational excellence, and strategic process design. You'll lead a team of Process Managers responsible for delivering seamless after-sales experiences while driving automation, efficiency, and continuous improvement across customer support operations.

Responsibilities

• Lead, mentor, and develop a team of Process Managers, fostering a culture of data-driven decision-making and continuous improvement using Lean and Kaizen methodologies
• Define the long-term vision and strategic roadmap for after-sales customer care operations, ensuring alignment with broader business objectives
• Serve as the primary owner of the after-sales customer experience, setting standards for customer-first process design across the organization
• Analyze customer feedback metrics (CSAT/NPS) and operational data to identify pain points and prioritize improvement initiatives
• Establish robust governance for all care processes, including clear policies, SLAs, and routing rules
• Drive process mapping and optimization to minimize customer effort and recontact rates while maximizing First Contact Resolution (FCR)
• Maximize automation and self-service capabilities through platforms like Intercom Workflows and AI agents to deliver scalable customer experiences
• Collaborate with AI Conversation Designers and Knowledge Managers to optimize AI-driven customer journeys
• Act as Business Leader for cross-functional squads composed of engineering, product, and design professionals
• Contribute to vision exercises and roadmap planning, bringing data-backed business and operational requirements to product development
• Own definition, monitoring, and reporting of key performance indicators for after-sales support experience
• Build trust-based relationships with senior stakeholders across Product, Engineering, Data, and Operations teams
• Present strategic changes to leadership committees, effectively communicating problem analysis, rollout plans, and performance outcomes

What We're Looking For

• 7+ years of experience in Operations, Customer Experience, Process Improvement, or Program Management within high-growth tech or e-commerce environments, with focus on after-sales or customer support
• 3+ years of team leadership experience managing highly analytical specialists or process managers
• Proven expertise in Customer Journey Mapping, Process Design, and Optimization; Lean or Six Sigma methodology experience is a plus
• Deep understanding and hands-on experience with customer support tooling and automation platforms (Intercom or similar)
• Experience leveraging AI agents for contact deflection and self-service optimization
• Excellent analytical skills with a strong track record using data tools (SQL, Tableau, or similar) to drive prioritization and measure impact
• Outstanding cross-functional collaboration and communication skills, with ability to influence and build consensus across diverse teams
• Hands-on, execution-focused approach that balances speed with meticulous attention to customer experience quality
• Fluency in English is required; additional European languages (French, German, Spanish) are a plus
• Based in or willing to relocate to Paris

How We Work With You

As Get A Job.ai's recruiting partner, we manage the full candidate journey for this confidential placement. Here's our process:

• Submit your application directly through the Get A Job.ai platform
• Our recruitment team will review your qualifications and conduct an initial screening
• Qualified candidates will be presented to our client for consideration
• We'll coordinate all interview scheduling and feedback throughout the process
• Important: Please do not attempt to contact the client directly, as this may disqualify your application

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds, experiences, and perspectives. If you require reasonable accommodations during the interview process, please inform our recruitment team.