Central Operations Manager

Upway is hiring its Central Operations Manager among its Operations team in France. The Operations team’s role is to create the largest and highest-quality ebike offering for Upway shoppers, by sourcing the best e-bikes, refurbishing them and delivering them to their new owner in a seamless customer experience.

The Central Operations Manager oversees all customer-facing operations—from pre-sales support to warranty management—while ensuring smooth and efficient logistics. Their mission is to deliver a best-in-class experience, scale support & logistics operations in line with business growth, and continuously improve efficiency and cost-effectiveness. They work closely with the UpCenter Operations team (particularly the UpCenter lead) to identify and implement improvements.

• Scale, lead and coach the team of Customer Care agents (>10 people)
• Own logistics setup & routes implying FR operations : optimize costs & service level, build long-term relations with partners & explore alternatives
• Deliver the best logistics and support metrics (ETA, SLA, NPS…)
• Champion the customer perspective and proactively share insights with internal teams to drive improvements.
• Manage relationships with suppliers, manufacturers and partners
• Design, implement and improve processes to optimize customer experience and financial efficiency
• Set up tools and dashboards to get an accurate view on central operations
• Work closely with the France UpCenter Operations team, as well as other internal stakeholders

• Strong academic background in engineering, finance, business or similar
• 6+ years of experience in Operations, Finance, Consulting or equivalent
• Fluency in French, proficiency in English
• Strong communication and leadership skills
• Outstanding problem-solving skills, with a keen eye for detail, root cause analysis, and data interpretation
• Deeply customer-centric, always striving to enhance the Upway experience
• Comfort with working in a fast-paced and changing environment
• Energized by change and dynamic work settings
• Readiness to work on-site, we are based in Gennevilliers - Grésillons (RER C)