Innovation Lab Manager UK in London

Hi, we're Back Market. We're here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, with every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineers, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have. Are you ready to join us?

Based in our Innovation Lab, as part of the Quality team, you will manage quality controls and processes while actively contributing to the development of Back Market's Innovation Lab: a showcase for our leadership in the refurbishment industry.

YOUR MISSION (IF YOU ACCEPT IT):

• Quality Audits & Monitoring
  • Conduct regular mystery orders to assess the quality of seller products and ensure adherence to Back Market's standards.
  • Identify, prioritize, and execute factory visits to audit seller quality, collecting insights and best practices in refurbishment and technology.
• Innovation Lab & Brand Equity
  • Architect and operate a state-of-the-art Lab capable of hosting press conferences and investor roadshows, showcasing Back Market's leadership in the refurbishment industry.
  • Coordinate discovery workshops with clients, prospects, and sellers to promote refurbishment awareness and gather valuable customer feedback.
  • Drive Brand Equity enhancement through strategic initiatives and communication efforts.
  • Highlight Back Market's technological expertise through various internal and external channels.
• Seller Quality & Operations
  • Advise sellers on optimizing their manufacturing processes by recommending the most effective tools and technical procedures.
  • Establish and cultivate a comprehensive knowledge network for sellers, facilitating their journey towards refurbishment excellence.
  • Curate a catalog of key components, machines, and software at negotiated prices to support sellers in delivering the highest quality standards.
  • Equip Seller Success Managers (SSMs) with actionable insights to develop tailored improvement plans, focusing on technical, aesthetic, and accessory quality dimensions.

YOU ARE IN THE RIGHT PLACE IF:

• You have 5+ years of experience in the electronic repair and maintenance industry.
• You have a deep knowledge of tools and software required to deliver the highest level of aesthetic and functional quality for refurbished electronic products.
• You are a confident communicator, comfortable in public settings and presenting to diverse audiences: clients, sellers, press, and investors alike.
• You are passionate about technology and innovation, always eager to learn about new electronic devices and industry trends.
• You have an industrial thinking mindset, enabling you to help sellers deploy optimization plans at scale.
• You have strong analytical and diagnostic skills, able to independently identify issues and translate findings into actionable recommendations.
• You have an entrepreneurial mindset: open-minded, team-oriented, and with a strong bias toward action.

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: it's one of the reasons we're such a high-scoring certified B Corp company (93.2). 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: with benefits to match, like:

• A mission-driven work environment where your day-to-day makes an impact on the planet.
• Hybrid work environment, with 1 remote day per week and 1 remote work week per quarter.
• Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.

At Back Market, we strive to create a workplace that embodies the world we're trying to change. We've embedded our diversity, equity, and inclusion principles into our DNA: from dedicated staff to employee resource groups to our company values. We know that the perfect background for a role doesn't mean the perfect fit: 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.