UK Head of Operation

Location:

Ireland
Remote
Requisition Number:
R0050747

Head of UK Operations

Looking for a company that inspires passion, courage and creativity, where you can be part of the team shaping 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 crafting an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.

We are looking for a Head of UK Operations to join eBay’s Global Customer Experience Team. The role will focus on operational excellence and UK daily performance across all lines of business.

You will be accountable for delivering budget, driving operational efficiencies, delivering costs savings through portfolio of projects, initiative efficiencies and continuous improvement.

The leader will be responsible for managing service metrics and customer targets through internal and partner operations. You will be expected to bring significant expertise to play a leading role on the UK team.

This successful candidate will be a key leader, partnering with GCX and other customers to ensure the effective operation of the UK organisation and will report directly to the Senior Director of Global Service Delivery, based in Dublin.

Job Responsibilities

  • Responsibility for driving excellent and great service for the UK team, with the overarching mission to support our members, to solve their problems in the quickest simplest easiest way possible and to make them feel great about eBay along the way
  • Implementation of the global business strategy, setting clear objectives, achievements and measurements to drive performance
  • Taking accountability for strategy and implementation of Operational Efficiencies, including working closely with owners of overall global OE initiatives and projects
  • Driving delivery and achievements of customer metrics and Operational Efficiencies that enable the highest quality at the lowest service cost
  • Responsibility for defining and driving a range of operational objectives to support the UK service delivery team in meeting transactional expense targets and significant budgets dedicated to CS contacts
  • Providing team with insights from investigating GCX data analysis, identifying trends and root cause drivers impacting operational and Customer Experience critical metrics, pinpointing process and policy improvement opportunities and supporting decision making
  • Challenging the business appropriately to consider new and creative ways of doing things, contributing to our customers, employees and partners
  • Developing strong working relationships with partners and support groups, driving ways of working and transparency of dependencies that impact operational efficiency and performance
  • Responsibility for change management, driving and implementing change across all lines of business, ensuring process changes and improvements are fully operationalized for a long-term adoption

Job Requirements

  • 8+ years business experience
  • Experience in managing call/contact centre operations including understanding and knowledge of customer services key performance indicators, with a successful track record in achieving and exceeding operational goals and delivering on budgets
  • Strong experience in managing partners, projects and programs across cultures and geographies with a demonstrated ability to work both at local and global business levels and in a matrixed environment
  • Strategic & dynamic thinking with the ability to turn strategy into action planning & commercial excellence
  • Proven data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problems
  • Excellent written, verbal and analytical skills with an ability to pull together compelling insights and presentations to a wide range of partners
  • Demonstrated outstanding emotional intelligence through a track record of earning positive recognition for conduct, integrity, and efficiency
  • Strong organisational change and collaborators leadership skills
  • Understanding and creativity in the use of technology to enable business improvements

Professional Characteristics

  • Authentic individual with outstanding integrity, whose personal and professional values are consistent with eBay’s mission, vision and leadership framework
  • Egoless 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
  • Confident, well prepared leader with the courage to advance the goals of the organisation at the senior level, comfortable in a fast‐paced global environment
  • Vibrant, performance‐driven individual who will pursue excellence in translating eBay’s passion vision/mission of the organisation into operational, quantitative plans, goals and schedules for improvement
  • Team oriented consensus builder who understands how to achieve buy‐in from diverse constituencies, building bridges and crafting “win‐win” solutions across a matrix management organisation
  • Strong communication skills with demonstrated ability to partner and establish relationships with executive leadership, managers and all levels of co-workers

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 New Mexico, Colorado and Hawaii.

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

UK Head of Operation

Ireland
Remote
Requisition Number R0050747 Subsidiary eBay

Head of UK Operations

Looking for a company that inspires passion, courage and creativity, where you can be part of the team shaping 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 crafting an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.

We are looking for a Head of UK Operations to join eBay’s Global Customer Experience Team. The role will focus on operational excellence and UK daily performance across all lines of business.

You will be accountable for delivering budget, driving operational efficiencies, delivering costs savings through portfolio of projects, initiative efficiencies and continuous improvement.

The leader will be responsible for managing service metrics and customer targets through internal and partner operations. You will be expected to bring significant expertise to play a leading role on the UK team.

This successful candidate will be a key leader, partnering with GCX and other customers to ensure the effective operation of the UK organisation and will report directly to the Senior Director of Global Service Delivery, based in Dublin.

Job Responsibilities

  • Responsibility for driving excellent and great service for the UK team, with the overarching mission to support our members, to solve their problems in the quickest simplest easiest way possible and to make them feel great about eBay along the way
  • Implementation of the global business strategy, setting clear objectives, achievements and measurements to drive performance
  • Taking accountability for strategy and implementation of Operational Efficiencies, including working closely with owners of overall global OE initiatives and projects
  • Driving delivery and achievements of customer metrics and Operational Efficiencies that enable the highest quality at the lowest service cost
  • Responsibility for defining and driving a range of operational objectives to support the UK service delivery team in meeting transactional expense targets and significant budgets dedicated to CS contacts
  • Providing team with insights from investigating GCX data analysis, identifying trends and root cause drivers impacting operational and Customer Experience critical metrics, pinpointing process and policy improvement opportunities and supporting decision making
  • Challenging the business appropriately to consider new and creative ways of doing things, contributing to our customers, employees and partners
  • Developing strong working relationships with partners and support groups, driving ways of working and transparency of dependencies that impact operational efficiency and performance
  • Responsibility for change management, driving and implementing change across all lines of business, ensuring process changes and improvements are fully operationalized for a long-term adoption

Job Requirements

  • 8+ years business experience
  • Experience in managing call/contact centre operations including understanding and knowledge of customer services key performance indicators, with a successful track record in achieving and exceeding operational goals and delivering on budgets
  • Strong experience in managing partners, projects and programs across cultures and geographies with a demonstrated ability to work both at local and global business levels and in a matrixed environment
  • Strategic & dynamic thinking with the ability to turn strategy into action planning & commercial excellence
  • Proven data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problems
  • Excellent written, verbal and analytical skills with an ability to pull together compelling insights and presentations to a wide range of partners
  • Demonstrated outstanding emotional intelligence through a track record of earning positive recognition for conduct, integrity, and efficiency
  • Strong organisational change and collaborators leadership skills
  • Understanding and creativity in the use of technology to enable business improvements

Professional Characteristics

  • Authentic individual with outstanding integrity, whose personal and professional values are consistent with eBay’s mission, vision and leadership framework
  • Egoless 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
  • Confident, well prepared leader with the courage to advance the goals of the organisation at the senior level, comfortable in a fast‐paced global environment
  • Vibrant, performance‐driven individual who will pursue excellence in translating eBay’s passion vision/mission of the organisation into operational, quantitative plans, goals and schedules for improvement
  • Team oriented consensus builder who understands how to achieve buy‐in from diverse constituencies, building bridges and crafting “win‐win” solutions across a matrix management organisation
  • Strong communication skills with demonstrated ability to partner and establish relationships with executive leadership, managers and all levels of co-workers

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 New Mexico, Colorado and Hawaii.

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