Global Customer Exp Tech Ops Bug Lead

Location:

Draper, Utah
Austin, Texas
San Jose, California
Requisition Number:
R0043169

eBay is a global commerce leader that allows you to shape how the world buys, sells, and gives. You’ll be part of a work culture that’s been genuinely committed to diversity and inclusion since its founding more than 20 years ago. Here, you can just be yourself, do your best work, and have a meaningful impact on people across the globe. We are looking for people with drive, ideas, and a passion for helping small businesses succeed to help shape the future of eBay—does this sound like you? If so, we’d love to talk to you.

About the team:

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. The team is comprised of Global Customer Service (GCX), Global Trust, and Global Security and Resiliency organizations, and our Workplace Resources (WPR) function – responsible for eBay’s facilities around the world.

Role Responsibilities:

  • Drive Effective support of the strategic multi-year Payments Initiative – including ramps and rollout to new sites. (payments only)
  • Lead and optimize Payment issue triage and escalation of issues reported globally to minimize impact on contact centers & customers
  • Tech Lead responsible for driving World Class Tech operations & service to minimize teammate & Customer impact.
  • Work with global Product Development Teams and Payment Operations to resolve open payment bugs and customer impacting payment issues.
  • Drive Payment Bugs Operational Efficiency for teammates driving less time filing bugs, looking up CSKB’s, visibility into open issues and close feedback loop.
  • Communication of high impact / mission critical issues to leadership and GCX teams
  • Optimize Payment Bug Management Process- reviews, prioritization, updates, tagging, knowledge updates, accuracy checks, alerts, trends & patterns, bug reporting, jira dashboard management
  • Ensure Turnovers to next shift to ensure continuity for high priority Payment issue resolution
  • Set up playbooks & process for KB Audits, Quality & knowledge creation within the team
  • Drive automation for consistency & efficiency
  • Serve as partner concern point for high priority payment issues, and take lead in driving communication with partners and development teams to ensure payment issue resolution, tactically and strategically.
  • Conduct White Glove Weekly Meetings with Business partners - Reviewing & Prioritizing Current Payment bugs/urgent topics, discuss any Silent sufferings (issues that are happening but are not reported), Coaching, New Hire Training on technical Issues, Discuss any other business needs
  • Identify reporting gaps and generate reporting for Internal & External - Efficiency and Payment tickets.
  • Quality & Efficiency Analysis of the team’s work – Payment bugs/issues handled, SLA, labels, accuracy, priority, workaround, Country, Jira, knowledgebase update, make sure published for all needed markets, Status as appropriate
  • Lead new Projects & major product changed intake into Operations & support effectively
  • Having an internal drive and motivation to begin and continue tasks without external prodding or extra rewards.
  • Analyze the current status of the organization, locate, and highlight customer/partner impacting payment issues/bugs, which requires immediate response, and allows the organization to track critical problem, monitor it appropriately, and manage the intensifying situation.
  • Identifying inefficiencies or gaps in existing processes and recommend specific and innovative changes to effect improved efficiencies
  • Identify coaching opportunities to improve payment resolutions, and be able to articulate and train other managers on payment processes and troubleshooting.
  • Display a high degree of ownership for driving payment resolutions, ensuring that commitments are met, and showing high accountability for success of the team.
  • Self-driven and self-managing, and an ability to work both independently and within a team.
  • Ability to work hours to accommodate Global needs – willingness to Work EU or APAC hours to accommodate business needs
  • Lead new Projects & major product changed intake into Operations & support effectively

Requirements:

  • A degree in the field of Computer Science (Bachelor’s degree, advanced technical degree, apprenticeship or work experience of 3 years))
  • Experience with project management
  • Experience in FinTech, payment processors & Customer Service as plus
  • Good MS Office Experience or qualification
  • Web scripts and markup language experience (e.g. HTML and JavaScript) used to better understand the bugs
  • GitHub and JIRA experience
  • Experience with BMC
  • Has worked as a supervisor for at least 1 year.

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. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

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/our-company/diversity-inclusion/.

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 Customer Exp Tech Ops Bug Lead

Draper, Utah
Austin, Texas
San Jose, California
Requisition Number R0043169

eBay is a global commerce leader that allows you to shape how the world buys, sells, and gives. You’ll be part of a work culture that’s been genuinely committed to diversity and inclusion since its founding more than 20 years ago. Here, you can just be yourself, do your best work, and have a meaningful impact on people across the globe. We are looking for people with drive, ideas, and a passion for helping small businesses succeed to help shape the future of eBay—does this sound like you? If so, we’d love to talk to you.

About the team:

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. The team is comprised of Global Customer Service (GCX), Global Trust, and Global Security and Resiliency organizations, and our Workplace Resources (WPR) function – responsible for eBay’s facilities around the world.

Role Responsibilities:

  • Drive Effective support of the strategic multi-year Payments Initiative – including ramps and rollout to new sites. (payments only)
  • Lead and optimize Payment issue triage and escalation of issues reported globally to minimize impact on contact centers & customers
  • Tech Lead responsible for driving World Class Tech operations & service to minimize teammate & Customer impact.
  • Work with global Product Development Teams and Payment Operations to resolve open payment bugs and customer impacting payment issues.
  • Drive Payment Bugs Operational Efficiency for teammates driving less time filing bugs, looking up CSKB’s, visibility into open issues and close feedback loop.
  • Communication of high impact / mission critical issues to leadership and GCX teams
  • Optimize Payment Bug Management Process- reviews, prioritization, updates, tagging, knowledge updates, accuracy checks, alerts, trends & patterns, bug reporting, jira dashboard management
  • Ensure Turnovers to next shift to ensure continuity for high priority Payment issue resolution
  • Set up playbooks & process for KB Audits, Quality & knowledge creation within the team
  • Drive automation for consistency & efficiency
  • Serve as partner concern point for high priority payment issues, and take lead in driving communication with partners and development teams to ensure payment issue resolution, tactically and strategically.
  • Conduct White Glove Weekly Meetings with Business partners - Reviewing & Prioritizing Current Payment bugs/urgent topics, discuss any Silent sufferings (issues that are happening but are not reported), Coaching, New Hire Training on technical Issues, Discuss any other business needs
  • Identify reporting gaps and generate reporting for Internal & External - Efficiency and Payment tickets.
  • Quality & Efficiency Analysis of the team’s work – Payment bugs/issues handled, SLA, labels, accuracy, priority, workaround, Country, Jira, knowledgebase update, make sure published for all needed markets, Status as appropriate
  • Lead new Projects & major product changed intake into Operations & support effectively
  • Having an internal drive and motivation to begin and continue tasks without external prodding or extra rewards.
  • Analyze the current status of the organization, locate, and highlight customer/partner impacting payment issues/bugs, which requires immediate response, and allows the organization to track critical problem, monitor it appropriately, and manage the intensifying situation.
  • Identifying inefficiencies or gaps in existing processes and recommend specific and innovative changes to effect improved efficiencies
  • Identify coaching opportunities to improve payment resolutions, and be able to articulate and train other managers on payment processes and troubleshooting.
  • Display a high degree of ownership for driving payment resolutions, ensuring that commitments are met, and showing high accountability for success of the team.
  • Self-driven and self-managing, and an ability to work both independently and within a team.
  • Ability to work hours to accommodate Global needs – willingness to Work EU or APAC hours to accommodate business needs
  • Lead new Projects & major product changed intake into Operations & support effectively

Requirements:

  • A degree in the field of Computer Science (Bachelor’s degree, advanced technical degree, apprenticeship or work experience of 3 years))
  • Experience with project management
  • Experience in FinTech, payment processors & Customer Service as plus
  • Good MS Office Experience or qualification
  • Web scripts and markup language experience (e.g. HTML and JavaScript) used to better understand the bugs
  • GitHub and JIRA experience
  • Experience with BMC
  • Has worked as a supervisor for at least 1 year.

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. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

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/our-company/diversity-inclusion/.

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