Innovation Lab Manager - Refurbishment Quality UK

Hi, we’re Back Market. We’re here to help make tech reliable, affordable, and better than new. We are a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. Our mission is simple: to do more with what we already have. Are you ready to join us?

You’ll be the solo UK operator of our brand new London Innovation Lab - part quality detective, part tech evangelist, part public face of Back Market UK. Think: disassembling phones live on TV, auditing sellers on-site, and helping shape what quality refurbishment looks like at scale.

YOUR MISSION (IF YOU ACCEPT IT)

• Run weekly mystery orders: Order, inspect, and disassemble devices end-to-end (packaging, battery, accessories) to audit seller quality and ensure compliance with Back Market standards.
• Own all UK media and public outreach - Lead press interviews, TV appearances, influencer workshops, and live device demonstrations.
• Operate and architect the Innovation Lab - Host press conferences, investor roadshows, and client discovery workshops that showcase Back Market's leadership in refurbishment technology.
• Conduct on-site seller audits - Visit UK factories to collect insights, identify quality issues, and translate findings into actionable improvement plans for Seller Success Managers.
• Advise sellers on optimization - Build a knowledge network and curate a catalog of components, machines, and software at negotiated prices to help sellers achieve refurbishment excellence.
• Solve cross-functional quality challenges - Work with Care, Legal, Marketing, and SSMs to develop solutions (test protocols, FAQs, software) for complex merchant and customer issues.

Reality check: The job is 70% quality control, 20% public-facing work, and 10% creative problem-solving - so you need to love both the meticulous work AND the spotlight.

YOU ARE IN THE RIGHT PLACE IF:

• Must-haves: You have 5+ years of experience in the electronic repair and maintenance industry.
• You have deep knowledge of tools, diagnostic software, and technical procedures for refurbishing electronic products.
• You are a confident public speaker who can disassemble a phone live on camera, lead media interviews in English, and present to investors.
• You are analytically sharp - you can identify root causes and turn findings into concrete recommendations.
• You are rigorous and organized - managing mystery order tracking, refunds, and reporting is part of the daily routine.
• You are passionate about technology, sustainability, and the circular economy.

Nice-to-haves:

• You have experience working in certified Apple repair centers or as an Apple Genius Bar technician.
• You have a background specifically in the refurbishment industry.
• You are familiar with semi-automated testing software or device diagnostic tools.
• You have previous media or public speaking experience (YouTube, podcasts, tech events).

WHY SHOULD YOU JOIN US?

At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment.

We strive to create a workplace that embodies the world we’re trying to change. We encourage you to apply even if you feel you may not tick every box. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.