Executive Escalations Team Lead(f/m/d)

Location:

Kleinmachnow, Brandenburg, Germany
Remote-Germany
Requisition Number:
R0056071

Looking for a company that inspires passion, courage and creativity, where you can be on 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 work environment, join eBay – a company you can be proud to be with.

Job Title: Escalations Specialist Team Leader (f/m/d)

Location: DE

Role Overview

At the core of everything we do, we ensure that eBay’s customers are front-and-centre in all our strategic decisions and that we implement our plans with our customers as our most important priority. You are an experienced, proactive, and empathetic leader managing our teams to shape and evolve our escalations programs. You will support and mentor our teammates who work with customers who have escalated to eBay's Executives expressing extreme dissatisfaction with our service. Our role is to work with the customers and wider eBay teams to resolve and most importantly gather insights to influence change in our overall customer experience to prevent customer problems in the future.

As the leader you must be comfortable working across all levels including Director + and proactively lead the team and champion change with minimal direction. An excellent problem solver who can work well with ambiguity. This role is part of a Global team and will work alongside peers in UK/IRE, DE and NA to drive strategic change for customer experience.

Core responsibilities

  • Lead and coach the team to solve our customers problems with empathy in the quickest, simplest, the easiest way possible ensuring that every interaction builds brand loyalty.

  • Understand what motivates and inspires the team and deliver a world class people plan which drives our organisation forward and makes OOTP the place our team wants to grow and develop

  • Clarity at all times on our operational metrics including supply vs demand, insight on how we are performing against service levels and create actions plans needed to reach our operational goals ensuring all process are mapped and aligned globally where possible

  • Ensure robust reporting is available across the organisation at all times in order to showcase our workload and pressure points as well as taking complex data and insight and simplifying into a comprehensive and concise story

  • Be the voice of the customer, surfacing insights where we have difficulties and influence the wider business to support upstream fixes

  • Partner across GCX with various organisations (within your line of business, across lines of business, workforce management, CS tech, coaching & quality, and others) to reach our organisational goals

  • Proactively create positive change in our processes and complete projects aligned to the wider OOTP strategy, owning and delivering from design to execution and measurement

  • Relentless focus on continuous improvement to drive best in class customer experiences and operational efficiency including through experimentation to drive new ways of working

  • Be an expert on interpreting and enforcing eBay’s policies and use sound judgment, specific knowledge, signals and insights to drive scalable solutions to support eBay and our customers

  • Think strategically about complex issues leading to thoughtful recommendations, and making quality decisions when dealing with ambiguous situations.

  • Excellent strong professional relationships and influence peers and senior leaders

Behaviours Competency Framework

Empower our community

  • Is visible and available for the team.

  • Establishes a strong direction and persuasive future vision and communicates simply.

  • Engages with people in a straightforward, truthful, and candid way.

Innovate boldly

  • Is a positive disruptor not afraid to challenge the norm.

  • Drives creative thinking in the team and encourages solutions for change.

  • Recognises scope of decision making and empowerment and supports the team to make decisions.

Deliver with impact

  • Develops team members to support succession planning, devoting time to coach, mentor and develop others.

  • Proactively seeks and provides feedback in a respectful way.

  • Supports the distributed team to move forward by championing and implementing strategic change.

Be for everyone

  • Works collaboratively, sharing information appropriately and building supportive, trusting and professional relationships with peers and a wide range of people within and outside OOTP.

  • Is approachable and creates an inclusive environment by actively including everyone.

Act with integrity

  • Respects everyone and champions different perspectives and contributions.

  • Be there in support to others unconditionally.

  • Is open and approachable and when something doesn’t look or feel right has the confidence to speak up, even when it’s hard.

  • Looks for solutions and proactively offers them to Leaders and peers.

What do we offer our employees?

https://www.ebaybenefits.com/deu/index.html

  • A friendly, open and energetic team

  • Positive experiences with our diverse customers, where quality is paramount

  • Fair and very good salary

  • In addition, an annual bonus plan

  • Comprehensive wellbeing and development offer

  • Life insurance

  • Retirement plan

  • 28 days holiday

  • The opportunity to work nationwide in the home office

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/

Applications from people with disabilities are expressly encouraged.

#SteppingStoneD
#indeedEMEA

#LI-LM2

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

Executive Escalations Team Lead(f/m/d)

Kleinmachnow, Brandenburg, Germany
Remote-Germany
Requisition Number R0056071

Looking for a company that inspires passion, courage and creativity, where you can be on 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 work environment, join eBay – a company you can be proud to be with.

Job Title: Escalations Specialist Team Leader (f/m/d)

Location: DE

Role Overview

At the core of everything we do, we ensure that eBay’s customers are front-and-centre in all our strategic decisions and that we implement our plans with our customers as our most important priority. You are an experienced, proactive, and empathetic leader managing our teams to shape and evolve our escalations programs. You will support and mentor our teammates who work with customers who have escalated to eBay's Executives expressing extreme dissatisfaction with our service. Our role is to work with the customers and wider eBay teams to resolve and most importantly gather insights to influence change in our overall customer experience to prevent customer problems in the future.

As the leader you must be comfortable working across all levels including Director + and proactively lead the team and champion change with minimal direction. An excellent problem solver who can work well with ambiguity. This role is part of a Global team and will work alongside peers in UK/IRE, DE and NA to drive strategic change for customer experience.

Core responsibilities

  • Lead and coach the team to solve our customers problems with empathy in the quickest, simplest, the easiest way possible ensuring that every interaction builds brand loyalty.

  • Understand what motivates and inspires the team and deliver a world class people plan which drives our organisation forward and makes OOTP the place our team wants to grow and develop

  • Clarity at all times on our operational metrics including supply vs demand, insight on how we are performing against service levels and create actions plans needed to reach our operational goals ensuring all process are mapped and aligned globally where possible

  • Ensure robust reporting is available across the organisation at all times in order to showcase our workload and pressure points as well as taking complex data and insight and simplifying into a comprehensive and concise story

  • Be the voice of the customer, surfacing insights where we have difficulties and influence the wider business to support upstream fixes

  • Partner across GCX with various organisations (within your line of business, across lines of business, workforce management, CS tech, coaching & quality, and others) to reach our organisational goals

  • Proactively create positive change in our processes and complete projects aligned to the wider OOTP strategy, owning and delivering from design to execution and measurement

  • Relentless focus on continuous improvement to drive best in class customer experiences and operational efficiency including through experimentation to drive new ways of working

  • Be an expert on interpreting and enforcing eBay’s policies and use sound judgment, specific knowledge, signals and insights to drive scalable solutions to support eBay and our customers

  • Think strategically about complex issues leading to thoughtful recommendations, and making quality decisions when dealing with ambiguous situations.

  • Excellent strong professional relationships and influence peers and senior leaders

Behaviours Competency Framework

Empower our community

  • Is visible and available for the team.

  • Establishes a strong direction and persuasive future vision and communicates simply.

  • Engages with people in a straightforward, truthful, and candid way.

Innovate boldly

  • Is a positive disruptor not afraid to challenge the norm.

  • Drives creative thinking in the team and encourages solutions for change.

  • Recognises scope of decision making and empowerment and supports the team to make decisions.

Deliver with impact

  • Develops team members to support succession planning, devoting time to coach, mentor and develop others.

  • Proactively seeks and provides feedback in a respectful way.

  • Supports the distributed team to move forward by championing and implementing strategic change.

Be for everyone

  • Works collaboratively, sharing information appropriately and building supportive, trusting and professional relationships with peers and a wide range of people within and outside OOTP.

  • Is approachable and creates an inclusive environment by actively including everyone.

Act with integrity

  • Respects everyone and champions different perspectives and contributions.

  • Be there in support to others unconditionally.

  • Is open and approachable and when something doesn’t look or feel right has the confidence to speak up, even when it’s hard.

  • Looks for solutions and proactively offers them to Leaders and peers.

What do we offer our employees?

https://www.ebaybenefits.com/deu/index.html

  • A friendly, open and energetic team

  • Positive experiences with our diverse customers, where quality is paramount

  • Fair and very good salary

  • In addition, an annual bonus plan

  • Comprehensive wellbeing and development offer

  • Life insurance

  • Retirement plan

  • 28 days holiday

  • The opportunity to work nationwide in the home office

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/

Applications from people with disabilities are expressly encouraged.

#SteppingStoneD
#indeedEMEA

#LI-LM2

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