Call Center Service Design Manager

Location:

Draper, Utah
Austin, Texas
Requisition Number:
R0046771

Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive workplace, join eBay!

Summary

Reporting to the Senior Service Design Manager, this role will be responsible for detailing customer experience process flows, and service design for the eBay to Member (E2M) line of business.

In this position you will execute against E2M strategy and eBay marketplace initiatives, driving process and experience improvements for our customers and teammates! This person should be passionate about the customer, an efficient self-starter with a drive to operate effectively in a fast-paced, ever-changing environment. This position is full-time and located in our Salt Lake City (UT) or Austin (TX) office.

Responsibilities:

  • Manage a portfolio of strategic projects, understanding their impact on process flows, maintaining an overview of all projects in the portfolio, their current status and progress to goals.
  • Effectively connect with executive and cross-functional leaders using different mediums to convey changes at a high-level with supporting data.
  • Represent the Voice of the Customer (VOC) & teammates on key initiatives.
  • Communicate regularly with key business partners representing the VOC and teammate on key process/policy changes.
  • Create ambitious new insights & solutions to improve the customer experience by reducing friction, eliminating contacts, and improve variances in teammate performance on CE metrics.
  • Continuous monitoring and assessment of the end to end customer journey with respect to customer experience improvements by data analysis, gathering internal insights and external standard methodologies.
  • Independent problem solving and decision making grounded in insights, facts and aligned with the strategic priorities of the program.
  • Organizational change - Pro-actively evaluate the impact of upcoming policy/product/process changes for the project to coordinate and ensure their effective implementation and positive impact on customer experience
  • Develop effective working relationships with peers in GCX and Marketplace teams, tapping into their expertise to achieve goals.
  • Document processes for our workflows and conduct process analysis to find opportunities, improve and implement new workflows, policies and practices in accordance with regulations set forth by AML, Legal, and Compliance.
  • Learn quickly, enjoy working independently and have the proven track record to multi-task and work under pressure in a busy environment.

Requirements

  • At least 4+ years’ experience in a customer service environment, with exposure to working in cross functional teams or projects.
  • Success leading a strategic service design function in operations.
  • A successful track record in leading projects in a matrix environment and through influence rather than hardline reporting.
  • Proven experience applying systems thinking to design problems and working in a highly technical domain.
  • Strong data analysis skills, able to apply a plethora of analytical tools and approaches to solve different types of problems
  • Demonstrates understanding and creativity in the use of technology to enable business improvements
  • Collaborative and organized facilitator, who develops relationships and dedication with his/her colleagues across all business functions and levels.
  • Demonstrates breadth and depth in use and application of analytics principles, tools and methodologies (quantitative & qualitative).
  • Excellent communication, presentation, and networking skills with an ability to tailor approach to different levels in the organization.
  • Ability to generate innovative ideas and solutions,
  • Strong working knowledge of contact center functions, including online, IVR, and self service functions.
  • Positive attitude and a standout colleague.

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.

#LI-JG1

#Indeed

Here at eBay, 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 eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/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

Call Center Service Design Manager

Draper, Utah
Austin, Texas
Requisition Number R0046771

Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive workplace, join eBay!

Summary

Reporting to the Senior Service Design Manager, this role will be responsible for detailing customer experience process flows, and service design for the eBay to Member (E2M) line of business.

In this position you will execute against E2M strategy and eBay marketplace initiatives, driving process and experience improvements for our customers and teammates! This person should be passionate about the customer, an efficient self-starter with a drive to operate effectively in a fast-paced, ever-changing environment. This position is full-time and located in our Salt Lake City (UT) or Austin (TX) office.

Responsibilities:

  • Manage a portfolio of strategic projects, understanding their impact on process flows, maintaining an overview of all projects in the portfolio, their current status and progress to goals.
  • Effectively connect with executive and cross-functional leaders using different mediums to convey changes at a high-level with supporting data.
  • Represent the Voice of the Customer (VOC) & teammates on key initiatives.
  • Communicate regularly with key business partners representing the VOC and teammate on key process/policy changes.
  • Create ambitious new insights & solutions to improve the customer experience by reducing friction, eliminating contacts, and improve variances in teammate performance on CE metrics.
  • Continuous monitoring and assessment of the end to end customer journey with respect to customer experience improvements by data analysis, gathering internal insights and external standard methodologies.
  • Independent problem solving and decision making grounded in insights, facts and aligned with the strategic priorities of the program.
  • Organizational change - Pro-actively evaluate the impact of upcoming policy/product/process changes for the project to coordinate and ensure their effective implementation and positive impact on customer experience
  • Develop effective working relationships with peers in GCX and Marketplace teams, tapping into their expertise to achieve goals.
  • Document processes for our workflows and conduct process analysis to find opportunities, improve and implement new workflows, policies and practices in accordance with regulations set forth by AML, Legal, and Compliance.
  • Learn quickly, enjoy working independently and have the proven track record to multi-task and work under pressure in a busy environment.

Requirements

  • At least 4+ years’ experience in a customer service environment, with exposure to working in cross functional teams or projects.
  • Success leading a strategic service design function in operations.
  • A successful track record in leading projects in a matrix environment and through influence rather than hardline reporting.
  • Proven experience applying systems thinking to design problems and working in a highly technical domain.
  • Strong data analysis skills, able to apply a plethora of analytical tools and approaches to solve different types of problems
  • Demonstrates understanding and creativity in the use of technology to enable business improvements
  • Collaborative and organized facilitator, who develops relationships and dedication with his/her colleagues across all business functions and levels.
  • Demonstrates breadth and depth in use and application of analytics principles, tools and methodologies (quantitative & qualitative).
  • Excellent communication, presentation, and networking skills with an ability to tailor approach to different levels in the organization.
  • Ability to generate innovative ideas and solutions,
  • Strong working knowledge of contact center functions, including online, IVR, and self service functions.
  • Positive attitude and a standout colleague.

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.

#LI-JG1

#Indeed

Here at eBay, 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 eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/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