Business Process Engineering Manager

Location:

Dublin, Ireland
Requisition Number:
R0051293

Business Process Engineering Manager

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 organisations of all sizes. eBay Marketplaces operates in 190 markets.

Are you looking for a company that inspires passion, courage and inventiveness, 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 creating an ambitious and inclusive work environment, join eBay – a company you can be proud to be a part of.

Our Global Customer Experience (GCX) team is embarking on a journey to deliver the next level of service. We ultimately plan to evolve the customer experience, to help our customers and solve their needs in the quickest, simplest, the easiest way possible. The Business Process Engineering Manager plays a significant role in this evolution journey.

Key Responsibilities:

  • Manage a team of Business Process Engineers to use design thinking methodologies to craft customer and teammate experiences in our customer service tools and processes
  • Uncover user needs through research and workshops, develop deep insights, generate concepts, and design how people will interact with the tools and services.
  • Collaborate with business leaders and users to understand business needs, performance, and improvement opportunities, and build relevant service experiences.
  • Partner with technology teams to develop the next generation of customer service tools and supporting capabilities for GCX
  • Create target state journey maps that represent customer and employee experiences
  • Build artefacts that support the change efforts of the GCX Tech transformation program and help communicate the future vision
  • Own Key Performance Indicators and drive performance improvements of the new service tools
  • Operate in an agile environment with technology and business partners to rapidly develop, test and deploy solutions

Qualification & Skills

  • 5+ years experience using design thinking across wide-ranging users, business problems, and devices to deliver user-centred designs
  • 5+ years of experience planning, designing, facilitating, and synthesizing workshops.
  • Designing or improving customer service related processes
  • Business Process Management (BPM) tool experience
  • Analytical and problem-solving skills (Six Sigma certification a plus)
  • Bachelor Degree in Business Architecture, Business Management, or related subject area or 10+ years related experience

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.

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/

#LI-ML1

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. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

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

Business Process Engineering Manager

Dublin, Ireland Requisition Number R0051293 Subsidiary eBay

Business Process Engineering Manager

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 organisations of all sizes. eBay Marketplaces operates in 190 markets.

Are you looking for a company that inspires passion, courage and inventiveness, 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 creating an ambitious and inclusive work environment, join eBay – a company you can be proud to be a part of.

Our Global Customer Experience (GCX) team is embarking on a journey to deliver the next level of service. We ultimately plan to evolve the customer experience, to help our customers and solve their needs in the quickest, simplest, the easiest way possible. The Business Process Engineering Manager plays a significant role in this evolution journey.

Key Responsibilities:

  • Manage a team of Business Process Engineers to use design thinking methodologies to craft customer and teammate experiences in our customer service tools and processes
  • Uncover user needs through research and workshops, develop deep insights, generate concepts, and design how people will interact with the tools and services.
  • Collaborate with business leaders and users to understand business needs, performance, and improvement opportunities, and build relevant service experiences.
  • Partner with technology teams to develop the next generation of customer service tools and supporting capabilities for GCX
  • Create target state journey maps that represent customer and employee experiences
  • Build artefacts that support the change efforts of the GCX Tech transformation program and help communicate the future vision
  • Own Key Performance Indicators and drive performance improvements of the new service tools
  • Operate in an agile environment with technology and business partners to rapidly develop, test and deploy solutions

Qualification & Skills

  • 5+ years experience using design thinking across wide-ranging users, business problems, and devices to deliver user-centred designs
  • 5+ years of experience planning, designing, facilitating, and synthesizing workshops.
  • Designing or improving customer service related processes
  • Business Process Management (BPM) tool experience
  • Analytical and problem-solving skills (Six Sigma certification a plus)
  • Bachelor Degree in Business Architecture, Business Management, or related subject area or 10+ years related experience

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.

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/

#LI-ML1

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. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

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