Sr Manager of Specialty Customer Support

Location:

Draper, Utah
Austin, Texas
Requisition Number:
R0042359

With more than 145 million active users globally eBay is the world's largest online marketplace and one of the best-known consumer brands in the world, connecting millions of buyers and sellers every day and offering one of the broadest and most diverse selections of products on the web. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes.

Looking for a company that inspires passion, courage and imagination, where you can be part of the team reinventing the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to creating a results-oriented and inclusive work environment, join eBay – a company you can be proud to be a part of.

About the team:

At the core of everything we do, we ensure that eBay’s customers are front-and-center in all our decisions and that we execute our plans with our customers as our most important priority. The team is comprised of Global Customer Service, Global Trust, Global Security and Resiliency organizations, and our Workplace Resources function – responsible for eBay’s facilities around the world.

And we want you to come join our Global Customer Service team. We’re hiring a SeniorManager of Specialty Services.

Job Description

We’re looking for someone to promote high-quality team engagement, improve service efficiency, maximize service delivery opportunities, and model a culture of continuous improvement. This position will lead the delivery of service across a variety of specialized services, including social media channels. These teams exist to support eBay’s high-value buyers and sellers, to solve their problems in the quickest simplest way possible and to make them feel great about eBay along the way.

You will be a key member of the leadership team reporting to the Director of Premium Services.  

As a leader you will be responsible and have the attributes to excel in the following key areas:

  • Be accountable for leading a great service organization across multi-disciplined teams and multiple locations
  • Be an inspiring leader with a people first approach. Develop team members by assessing their strengths and development needs, giving timely feedback, and partnering with your direct reports to optimize the performance of their teams across all key performance indicators
  • Have a Customer Centric thought process with the ability to listen to customer needs, synthesize, and develop a strategy for improved business performance
  • Excellence at deploying product, policy, or process change to ensure our customers and front-line teammates are prepared and successful
  • Be future focused with an ability to identify service optimization opportunities across all channels enabling us to deliver best-in-class support
  • Create a culture of continuous improvement by encouraging new ideas, challenging the status quo and taking calculated risks
  • Not shy away from complex problems and drive effective solutions
  • Be a methodical, hands-on and detail orientated leader who exercises judgement and uses rigor

If this sounds like the role for you then you are:

  • Authentic – an individual with impeccable integrity, whose personal and professional values are consistent with eBay’s mission, vision and leadership framework
  • Egoless in style – someone who puts the interests of the broader team and eBay’s goals ahead of their own personal agenda, someone who hires for diversity and leads in a way that benefits from the diversity around them
  • Confident – a well prepared leader with the courage to advance the goals of the organization, comfortable in a fast‐paced global environment
  • Vibrant – a performance‐driven individual who will pursue excellence in translating eBay’s passion vision/mission of the organization into operational, quantitative plans, goals and schedules for improvement
  • Collaborative – a facilitator who develops relationships and loyalty with his/her colleagues across all business functions and levels
  • Team oriented – a consensus builder who understands how to achieve buy‐in from diverse constituencies, building bridges and designing “win‐win” solutions across a matrix management organization

If you’re interested, a blend of the following should be in your background:

  • 7 years’ experience managing teams in a customer service environment
  • Experience in delivering customer support through multiple contact channels, including e-mail, chat, and phone with 5 years’ experience in Social Media Customer Service
  • Excellent customer centric service philosophy with an understanding of the challenges in providing a world-class customer experience while controlling costs in a growth environment
  • Success in leading transformational change in a global operating environment
  • Success driving teams to delivery on stretch goals in a fast-growing business

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

Sr Manager of Specialty Customer Support

Draper, Utah
Austin, Texas
Requisition Number R0042359

With more than 145 million active users globally eBay is the world's largest online marketplace and one of the best-known consumer brands in the world, connecting millions of buyers and sellers every day and offering one of the broadest and most diverse selections of products on the web. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes.

Looking for a company that inspires passion, courage and imagination, where you can be part of the team reinventing the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to creating a results-oriented and inclusive work environment, join eBay – a company you can be proud to be a part of.

About the team:

At the core of everything we do, we ensure that eBay’s customers are front-and-center in all our decisions and that we execute our plans with our customers as our most important priority. The team is comprised of Global Customer Service, Global Trust, Global Security and Resiliency organizations, and our Workplace Resources function – responsible for eBay’s facilities around the world.

And we want you to come join our Global Customer Service team. We’re hiring a SeniorManager of Specialty Services.

Job Description

We’re looking for someone to promote high-quality team engagement, improve service efficiency, maximize service delivery opportunities, and model a culture of continuous improvement. This position will lead the delivery of service across a variety of specialized services, including social media channels. These teams exist to support eBay’s high-value buyers and sellers, to solve their problems in the quickest simplest way possible and to make them feel great about eBay along the way.

You will be a key member of the leadership team reporting to the Director of Premium Services.  

As a leader you will be responsible and have the attributes to excel in the following key areas:

  • Be accountable for leading a great service organization across multi-disciplined teams and multiple locations
  • Be an inspiring leader with a people first approach. Develop team members by assessing their strengths and development needs, giving timely feedback, and partnering with your direct reports to optimize the performance of their teams across all key performance indicators
  • Have a Customer Centric thought process with the ability to listen to customer needs, synthesize, and develop a strategy for improved business performance
  • Excellence at deploying product, policy, or process change to ensure our customers and front-line teammates are prepared and successful
  • Be future focused with an ability to identify service optimization opportunities across all channels enabling us to deliver best-in-class support
  • Create a culture of continuous improvement by encouraging new ideas, challenging the status quo and taking calculated risks
  • Not shy away from complex problems and drive effective solutions
  • Be a methodical, hands-on and detail orientated leader who exercises judgement and uses rigor

If this sounds like the role for you then you are:

  • Authentic – an individual with impeccable integrity, whose personal and professional values are consistent with eBay’s mission, vision and leadership framework
  • Egoless in style – someone who puts the interests of the broader team and eBay’s goals ahead of their own personal agenda, someone who hires for diversity and leads in a way that benefits from the diversity around them
  • Confident – a well prepared leader with the courage to advance the goals of the organization, comfortable in a fast‐paced global environment
  • Vibrant – a performance‐driven individual who will pursue excellence in translating eBay’s passion vision/mission of the organization into operational, quantitative plans, goals and schedules for improvement
  • Collaborative – a facilitator who develops relationships and loyalty with his/her colleagues across all business functions and levels
  • Team oriented – a consensus builder who understands how to achieve buy‐in from diverse constituencies, building bridges and designing “win‐win” solutions across a matrix management organization

If you’re interested, a blend of the following should be in your background:

  • 7 years’ experience managing teams in a customer service environment
  • Experience in delivering customer support through multiple contact channels, including e-mail, chat, and phone with 5 years’ experience in Social Media Customer Service
  • Excellent customer centric service philosophy with an understanding of the challenges in providing a world-class customer experience while controlling costs in a growth environment
  • Success in leading transformational change in a global operating environment
  • Success driving teams to delivery on stretch goals in a fast-growing business

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