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.