Global Strategy & Ops Mgr, Trust & CX

Location:

Amsterdam, Netherlands
Requisition Number:
R0043524

eBay Classifieds Group (eCG) is an innovative leader in online classifieds with ten brands that span the globe. Our sites help people find whatever they’re looking for in their local communities – whether it’s a job, an apartment, a sofa, a car, a concert ticket, financial services or new friends. Every connection made or item found makes a difference by creating a world where people share more and waste less. People who want to connect and trade visit our sites because they’re fun, easy to use and built on trust.

About the business:

Classifieds is shaping the future of local commerce by bringing people together through an enriched online experience that allows them to reach out to the community around them. We are comprised of more than 1,000 people who are passionate for local trade and maintaining the customer-centric nature of the Group, while exploring growth opportunities in both the countries where eCG already has a presence and in prospective markets.

Our team:

Trust & Customer Experience is eCG Global operations team working across different platforms (Marktplaats, Gumtree, Kijiji and more) in 6+ countries. We’re responsible for Trust and Safety, Customer Support, and we’re the voice of the customer for the local and global teams. As Strategy & Operations Manager you’ll have a global impact and report to the Director of Trust & CX. The ideal candidate has experience in crafting strategic scenarios, executive communication and partner management, and is a self-starter who proactively identifies and solves problems, driven by data. This individual has a 'willing to take action' mentality and thrives and enjoys a fast-paced and cross-functional environment

Join us!

Responsibilities:

  • Develop a deep understanding of Trust and Customer Experience Operations that can connect the dots between teams and countries to identify areas for improvement, efficiency, and collaboration.

  • Help form Trust & CX Operations strategy and vision for the future.

  • Drive goal setting and performance management, and run rhythm of the business reporting and monitoring of key performance metrics.

  • Develop executive-level communications and presentations for eCG’s leadership.

  • Strengthen the Trust & CX community and build a better communications strategy.

  • Explore new ways to measure and communicate the impact of trust & customer service contacts on business

  • Support forecasting and budget process and cost optimization

  • Own or support ad-hoc strategic projects, requests and/or analysis, as needed.

  • Drive key leadership meetings and facilitate alignment on key issues and opportunities; follow up on action items and progress.

Preferred qualifications:

  • Bachelor's degree in Economics, Business, Finance, or other quantitative fields; MBA is preferred

  • Experience leading strategy, operations and process improvement projects at a leading management consulting firm or in a relevant strategy/operations team.

  • Experience in communicating with and making pitches to senior leaders

  • Experience leading strategic projects and strategic analytics

  • Proven partner management and influencing skills in a cross-functional environment

  • Sophisticated analytical skills

  • Experience with Consumer Products, Trust & Safety, Community Operations, Customer Service area is a plus!

Benefits:

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs.

We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about our Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

Covid-19

People are the heart of the eBay Classifieds business, and their health and well-being are our first priority.

We continue to monitor local government guidance and partner closely with medical advisors to determine the safest and best next steps for everyone. As a result, most teams are working remotely, with a few teams able to collaborate in person with enhanced safety procedures. We will discuss the particular case for your region during the interview process. As a general rule, interviews will be completed remotely over video calls.

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info

Global Strategy & Ops Mgr, Trust & CX

Amsterdam, Netherlands Requisition Number R0043524 Subsidiary eBay Classifieds Group

eBay Classifieds Group (eCG) is an innovative leader in online classifieds with ten brands that span the globe. Our sites help people find whatever they’re looking for in their local communities – whether it’s a job, an apartment, a sofa, a car, a concert ticket, financial services or new friends. Every connection made or item found makes a difference by creating a world where people share more and waste less. People who want to connect and trade visit our sites because they’re fun, easy to use and built on trust.

About the business:

Classifieds is shaping the future of local commerce by bringing people together through an enriched online experience that allows them to reach out to the community around them. We are comprised of more than 1,000 people who are passionate for local trade and maintaining the customer-centric nature of the Group, while exploring growth opportunities in both the countries where eCG already has a presence and in prospective markets.

Our team:

Trust & Customer Experience is eCG Global operations team working across different platforms (Marktplaats, Gumtree, Kijiji and more) in 6+ countries. We’re responsible for Trust and Safety, Customer Support, and we’re the voice of the customer for the local and global teams. As Strategy & Operations Manager you’ll have a global impact and report to the Director of Trust & CX. The ideal candidate has experience in crafting strategic scenarios, executive communication and partner management, and is a self-starter who proactively identifies and solves problems, driven by data. This individual has a 'willing to take action' mentality and thrives and enjoys a fast-paced and cross-functional environment

Join us!

Responsibilities:

  • Develop a deep understanding of Trust and Customer Experience Operations that can connect the dots between teams and countries to identify areas for improvement, efficiency, and collaboration.

  • Help form Trust & CX Operations strategy and vision for the future.

  • Drive goal setting and performance management, and run rhythm of the business reporting and monitoring of key performance metrics.

  • Develop executive-level communications and presentations for eCG’s leadership.

  • Strengthen the Trust & CX community and build a better communications strategy.

  • Explore new ways to measure and communicate the impact of trust & customer service contacts on business

  • Support forecasting and budget process and cost optimization

  • Own or support ad-hoc strategic projects, requests and/or analysis, as needed.

  • Drive key leadership meetings and facilitate alignment on key issues and opportunities; follow up on action items and progress.

Preferred qualifications:

  • Bachelor's degree in Economics, Business, Finance, or other quantitative fields; MBA is preferred

  • Experience leading strategy, operations and process improvement projects at a leading management consulting firm or in a relevant strategy/operations team.

  • Experience in communicating with and making pitches to senior leaders

  • Experience leading strategic projects and strategic analytics

  • Proven partner management and influencing skills in a cross-functional environment

  • Sophisticated analytical skills

  • Experience with Consumer Products, Trust & Safety, Community Operations, Customer Service area is a plus!

Benefits:

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs.

We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about our Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

Covid-19

People are the heart of the eBay Classifieds business, and their health and well-being are our first priority.

We continue to monitor local government guidance and partner closely with medical advisors to determine the safest and best next steps for everyone. As a result, most teams are working remotely, with a few teams able to collaborate in person with enhanced safety procedures. We will discuss the particular case for your region during the interview process. As a general rule, interviews will be completed remotely over video calls.

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info