Head of Voice of Customer

Location:

Austin, Texas
New York, New York
Atlanta, Georgia
Draper, Utah
San Jose, California
Requisition Number:
R0044929

We Empower People and Create Economic Opportunity

eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes.

eBay’s strategic vision is to become the best global marketplace for buyers and sellers through a tech-led reimagination of the company. Looking for a purpose-driven company that puts the customer at the heart of everything? A culture that encourages people to think big and be curious, to act with urgency and integrity and to be fearlessly inclusive? That’s who we are. If this sounds compelling, join eBay!

THE ROLE

At the core of everything we do, we ensure that eBay’s customers are front-and-center in all our strategic decisions and that we execute our plans with our customers as our most important priority! In the Global Customer Experience team, you will be an integral member of a team that encourages passion, courage, and inventiveness - building the future of global commerce and making an important, positive impact on millions of eBay sellers and shoppers around the world. If you are looking for a special place to take your career to the next level, we want to talk with you!

As the Head of VOC, you will create the vision and strategy to build VOC and Complaints programs.  You will lead and inspire a growing global team (currently 40) in achieving best in class customer success initiatives.  This is a highly visible role, presenting and communicating with eBay’s CEO and executive leadership team.

Primary Job Responsibilities:

As a key member of our leadership team, this individual will be responsible for the following:

  • Create vision and execute VOC strategy for end to end customer experience

  • Lead the VOC program function, including measurement, governance, administration, reporting, analysis, insights and actions

  • Link key VOC metrics to business performance and develop strategic action items that drive business results

  • Lead customer insights, in partnership with the Analytics team, to increase internal customer centric thinking, tell the story through VOC data analysis and reporting, conduct root cause analysis, and recommend key opportunities for improvement.

  • In partnership with the Analytics team, continuously evaluate, enhance, and update data resources available.

  • Ensure operational excellence in maintaining the survey instruments and process, keeping reporting tools up to date, documented and acting as the primary point of contact

  • Educate through customer stories, building internal empathy and understanding

  • Deliver rigorous analysis of customer feedback, journeys and pain points using leading methodologies

  • Partner with the various business units that lead the customer journey to create the path to higher loyalty, obtain commitments and build action plans for customer experience gaps

  • Act as an enabler for customer experience activities, delivering best practices, tools and guidance across the organization and work in close collaboration with other executives and internal team partners to identify and prioritize customer experience projects

Preferred Skills / Experience:

  • Accomplished leader in customer support and VOC program development and leadership

  • Excellent communication skills to inspire change management across the company

  • Ability to summarize and present information in a way that provides clarity and interest

  • Outstanding project management skills, including the ability to design and lead multiple projects under tight deadline

  • A demonstrable passion for customers and building partnerships

  • Experience with extracting and analyzing data sets that cross multiple domains

  • Technical understanding of survey operations

  • Excellent customer-centric service philosophy and understanding of the challenges in providing an extraordinary customer experience in a regulated environment

  • Track record of collaboration and partnership with cross functional teams

  • Track record of leading, developing and inspiring teams

  • Bachelor’s Degree, or equivalent work experience

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

Head of Voice of Customer

Austin, Texas
New York, New York
Atlanta, Georgia
Draper, Utah
San Jose, California
Requisition Number R0044929

We Empower People and Create Economic Opportunity

eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes.

eBay’s strategic vision is to become the best global marketplace for buyers and sellers through a tech-led reimagination of the company. Looking for a purpose-driven company that puts the customer at the heart of everything? A culture that encourages people to think big and be curious, to act with urgency and integrity and to be fearlessly inclusive? That’s who we are. If this sounds compelling, join eBay!

THE ROLE

At the core of everything we do, we ensure that eBay’s customers are front-and-center in all our strategic decisions and that we execute our plans with our customers as our most important priority! In the Global Customer Experience team, you will be an integral member of a team that encourages passion, courage, and inventiveness - building the future of global commerce and making an important, positive impact on millions of eBay sellers and shoppers around the world. If you are looking for a special place to take your career to the next level, we want to talk with you!

As the Head of VOC, you will create the vision and strategy to build VOC and Complaints programs.  You will lead and inspire a growing global team (currently 40) in achieving best in class customer success initiatives.  This is a highly visible role, presenting and communicating with eBay’s CEO and executive leadership team.

Primary Job Responsibilities:

As a key member of our leadership team, this individual will be responsible for the following:

  • Create vision and execute VOC strategy for end to end customer experience

  • Lead the VOC program function, including measurement, governance, administration, reporting, analysis, insights and actions

  • Link key VOC metrics to business performance and develop strategic action items that drive business results

  • Lead customer insights, in partnership with the Analytics team, to increase internal customer centric thinking, tell the story through VOC data analysis and reporting, conduct root cause analysis, and recommend key opportunities for improvement.

  • In partnership with the Analytics team, continuously evaluate, enhance, and update data resources available.

  • Ensure operational excellence in maintaining the survey instruments and process, keeping reporting tools up to date, documented and acting as the primary point of contact

  • Educate through customer stories, building internal empathy and understanding

  • Deliver rigorous analysis of customer feedback, journeys and pain points using leading methodologies

  • Partner with the various business units that lead the customer journey to create the path to higher loyalty, obtain commitments and build action plans for customer experience gaps

  • Act as an enabler for customer experience activities, delivering best practices, tools and guidance across the organization and work in close collaboration with other executives and internal team partners to identify and prioritize customer experience projects

Preferred Skills / Experience:

  • Accomplished leader in customer support and VOC program development and leadership

  • Excellent communication skills to inspire change management across the company

  • Ability to summarize and present information in a way that provides clarity and interest

  • Outstanding project management skills, including the ability to design and lead multiple projects under tight deadline

  • A demonstrable passion for customers and building partnerships

  • Experience with extracting and analyzing data sets that cross multiple domains

  • Technical understanding of survey operations

  • Excellent customer-centric service philosophy and understanding of the challenges in providing an extraordinary customer experience in a regulated environment

  • Track record of collaboration and partnership with cross functional teams

  • Track record of leading, developing and inspiring teams

  • Bachelor’s Degree, or equivalent work experience

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