Customer Operations Lead

📍 Paris | Full-time | Fluent 🇫🇷 & 🇬🇧 At Bigblue, we're building the logistics backbone for the next generation of commerce. Modern brands sell everywhere: through their own online stores, marketplaces, retail, social commerce, and more. Across every channel, customers expect the same fast, reliable, and transparent experience after they buy. What used to be Amazon's exclusive advantage is now becoming the standard for every ambitious brand. We're helping them get there. Since 2018, we've built a tech-driven fulfilment platform used by 600+ brands, including Muji, Aigle, Scuffers, and Cabaïa. With 200+ Bigbluers across the UK, France, Spain, and Germany, our proprietary tech stack, and a network of 9 warehouses and over 100,000 sqm of fulfilment space across Europe, we ship millions of orders every month. And we're nowhere near done! Backed by €20M+ in funding, we're expanding across Europe and building the operating system that will power modern commerce operations at a global scale. At Bigblue, we hold ourselves to a very high bar: in the quality of our product, the rigour of our operations, and the care we bring to every merchant we work with. You'll be working alongside talented people on real, high-impact problems, in an environment where high standards come with genuine support, ownership, and room to grow. If you want your work to matter from day one, you're in the right place. Description As we scale, providing an exceptional merchant experience isn’t just important - it’s core to our strategy and long-term success. To fuel this next stage of growth, we are building a dedicated Operations Management function focused entirely on empowering our merchant-facing Success organization: Account Management, Onboarding, Customer Success, and Support. This team will become the force multiplier that elevates how we operate, share knowledge, drive efficiency, and deliver value to every merchant we serve. We are hiring a strategic, analytical, and highly autonomous Operations Manager to build this function from the ground up. You will architect the systems, processes, and enablement programs that transform how our merchant teams operate — and how they partner with the rest of Bigblue - both today and as we scale. This role reports directly to the Head of Merchants, with the potential to lead a team of 2. If you are a former consultant or operator who loves building structure from ambiguity, optimizing performance, and driving measurable outcomes at scale, this is a rare opportunity to shape a critical growth engine. 🚀 Your mission Build and execute the end-to-end strategy for enablement & operations of the merchant team - defining how teams learn, how processes scale, how knowledge flows, and how we prepare customers (and our people) for product evolution. 🎯 What you’ll lead Strategy & architecture of merchant operations: Own the global strategy for merchant team enablement by setting the vision, roadmap, and priorities, and defining how Customer Success, Account Managers, and Care work together efficiently at scale in close partnership with Sales, Product, and Operations. This role owns the long-term merchant operations blueprint, including org design, tooling, capabilities, and core processes. Operational excellence & productivity: Design and scale high-velocity workflows and operational standards, while leading the implementation of tools, automation, dashboards, and reporting. Own efficiency KPIs end to end and drive the initiatives that measurably improve productivity and execution quality. Knowledge & content systems (internal & external): Lead the end-to-end knowledge strategy, including infrastructure, governance, and operating processes, and define what content lives in the Help Center, internal playbooks, training, or embedded workflows. Build a system that enables teams to find information in seconds, measure content performance, and continuously optimize for adoption and support deflection. Product GTM for merchant teams: Own how merchant-facing teams are prepared for every product change by designing the internal go-to-market motion, including playbooks, communication plans, adoption strategies, and readiness sessions. Partner closely with Product and Marketing to ensure launches translate into effective internal readiness and strong merchant adoption. Learning & capability development: Define and execute the learning strategy across the merchant organization, covering onboarding, upskilling, and role-based certification. Build a curriculum that blends product expertise, operational excellence, soft skills, and customer experience, and establish continuous learning loops to track effectiveness and close capability gaps as the product evolves. Requirements Background 3+ years in Consulting, Operations, or Chief of Staff roles . Experience in SaaS, e-commerce, or product-led environments. Exposure to enablement, process design, or knowledge systems is a plus. Ideally: experience supporting Success, Support, or Professional Services teams. Skills High-level thinking + strong operational execution. Process design, systems thinking, and workflow optimization. Exceptional cross-functional influence and project management. Excellent communicator: clear in writing, compelling in training. Data-driven mindset: able to define KPIs and use insights to guide strategy. Mindset Builder: loves creating structure out of ambiguity. Strategic operator: sees the big picture and then executes. Change champion: comfortable challenging the status quo. Customer-obsessed: understands internal users and merchant needs deeply. Ownership-driven: biased toward action and outcomes. Ready to play a key role at the heart of Bigblue’s growth story? 👉 Apply now and help us build the future of e-commerce logistics. Regardless of sex, gender identity, sexual orientation, race, color, religion, origin, disability, age… At Bigblue, we create equal opportunities for all and make our culture as inclusive as possible. Because we believe that challenging assumptions and embracing diversity in experiences and backgrounds is what makes us stronger. Because what we value first and foremost are curiosity and growth-driven minds. So, regardless of who you are and how many “boxes” you tick on the job description,n if you have the energy and passion to help shape Bigblue’s entrepreneurial adventure, APPLY. Why join Bigblue 💼 High impact role: Be at the center of our growth journey and help shape the team that will power Bigblue’s future. 💙 Founders-led company with an innovative, caring culture. 🚀 Fast-growing scale-up: Join a well-funded, early-stage company where your work will have immediate and visible results. 🌍 International environment: Work across Paris, Madrid, London, and our European warehouse network. 🏢 Brand-new offices in the heart of Paris’ 9th arrondissement (biggest tech hub). 🍱 10€ meal voucher per worked day (55% paid by Bigblue) + unlimited free snacks at the office. 🧘‍♀️ ClassPass membership for fitness & wellness. 🖥️ MacBook or any setup you need — your choice of equipment to do your best work. 🩺 100% health insurance coverage with Benefiz. Regardless of sex, gender identity, sexual orientation, race, color, religion, origin, disability, age… At Bigblue, we create equal opportunities for all and make our culture as inclusive as possible. Because we believe that challenging assumptions and embracing diversity in experiences and backgrounds is what makes us stronger. Because what we value first and foremost are curiosity and growth-driven minds. So, regardless of who you are and how many “boxes” you tick on the job description, if you have the energy and passion to help shape Bigblue’s entrepreneurial adventure, APPLY.