Sr. Director, Service Delivery NA

Location:

Salt Lake City, Utah, United States
Austin, Texas, United States
Bellevue, Washington, United States
New York, New York, United States
Portland, Oregon, United States
Remote - United States (Excludes: CO | HI | NM)
Requisition Number:
R0052530

eBay is looking for a Senior Director, Service Delivery, North America. They should be a smart, efficient self-starter with an ability to operate effectively in a fast paced, ever changing environment. 

The ideal candidate will be an inspiring leader with a customer first approach, they will have extensive experience of leading significant teams within a large global customer service organization, developing and innovating customer service offerings and managing change in a growing, rapidly evolving environment.

Candidates will be strong analytical thinkers and bring deep intellectual curiosity. An extensive customer service background in a senior leadership role is a necessity, and candidates will demonstrate experience developing and innovating customer service operations. Candidates will also demonstrate an ability to lead in a growing, rapidly changing environment and will be able to balance a real time focus as well as contributing at a strategic level. This leader will inspire a continuous improvement focus with leaders and team mates at all levels.

eBay is seeking someone who is future focused with an ability to identify where they need to improve as a business. The successful candidate will effectively collaborate with and influence all relevant support teams and global leaders to facilitate a best in class service proposition and culture, to implement appropriate strategy to ensure exceptional end-to-end customer experience by reducing friction and ensuring the eBay team put the customer at the heart of their work.

Key Responsibilities:

  • Lead, develop and motivate an operations team of c4,200 teammates. Inspire a maturing team and act as a leader / focal point for them. Attract and coach and develop a highly effective and engaged team dedicated to meeting the highest levels of performance within a complex environment.

  • Act as the bridge point between operations and the business. Forge strong relationships with the commercial organization and ensure the operation meets their expectations and needs.

  • Ensure that the operation continues to develop towards a best in class outfit, balancing quality of service with operational efficiency. 

  • Challenging the business appropriately to consider new and creative ways of doing things, to influence eBay’s global strategy adding value to its customers, employees and stakeholders. 

  • Influence, support and, where appropriate, develop a cohesive channel services strategy to include self-help, phone, e-mail, chat, location and in-house / outsource, etc. 

  • Influence investment and resourcing decisions to align the business to the strategy. 

  • Implement an appropriate strategy to ensure exceptional end-to-end customer experience by reducing friction and ensuring eBay puts the customer at the heart of their work 

  • Define clear objectives, milestones and measurements for operational delivery teams and ensure that these objectives are customer focused and business driven.

  • Drive operational excellence in execution to the strategy, delivering to operational goals and initiatives

  • Developing strong working relationships with stakeholders and support groups, driving appropriate ways of working to facilitate a best in class service proposition and culture.

Requirements:

  • Significant experience of running a service delivery operation at scale.

  • Ability to inspire in a way that others want to make things happen, to forge solid relationships across a broad business.

  •  A team player and builder, receptive to ideas from others.

  • Demonstrated analytical thinking and quantitatively rigorous.

  • Proven people leader, with the ability to inspire, lead, and mentor a high performing organization, invests time and resources in the team to help people realize their best.

  • Deeply customer centric service philosophy and understanding of the challenges in providing a world class customer experience while controlling costs in a dynamic environment

  • A big picture thinker with an innovative mindset who does not shy away from complex problems and looks to reduce complexity where possible.

  • The successful candidate will show the ability to quickly adapt to a rapidly changing environment, while serving as a steady point of continuity for the team.

  • Can make decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure.

  • A strong talent for organizing and managing time effectively, a laser sharp focus on priorities and activities that will have the biggest impact on our customers.

  • Effective balance of strategic vision and tactical execution. Excellent communication skills, both written and verbal.

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

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View our privacy policy and accessibility info

Sr. Director, Service Delivery NA

Salt Lake City, Utah, United States
Austin, Texas, United States
Bellevue, Washington, United States
New York, New York, United States
Portland, Oregon, United States
Remote - United States (Excludes: CO | HI | NM)
Requisition Number R0052530 Subsidiary eBay

eBay is looking for a Senior Director, Service Delivery, North America. They should be a smart, efficient self-starter with an ability to operate effectively in a fast paced, ever changing environment. 

The ideal candidate will be an inspiring leader with a customer first approach, they will have extensive experience of leading significant teams within a large global customer service organization, developing and innovating customer service offerings and managing change in a growing, rapidly evolving environment.

Candidates will be strong analytical thinkers and bring deep intellectual curiosity. An extensive customer service background in a senior leadership role is a necessity, and candidates will demonstrate experience developing and innovating customer service operations. Candidates will also demonstrate an ability to lead in a growing, rapidly changing environment and will be able to balance a real time focus as well as contributing at a strategic level. This leader will inspire a continuous improvement focus with leaders and team mates at all levels.

eBay is seeking someone who is future focused with an ability to identify where they need to improve as a business. The successful candidate will effectively collaborate with and influence all relevant support teams and global leaders to facilitate a best in class service proposition and culture, to implement appropriate strategy to ensure exceptional end-to-end customer experience by reducing friction and ensuring the eBay team put the customer at the heart of their work.

Key Responsibilities:

  • Lead, develop and motivate an operations team of c4,200 teammates. Inspire a maturing team and act as a leader / focal point for them. Attract and coach and develop a highly effective and engaged team dedicated to meeting the highest levels of performance within a complex environment.

  • Act as the bridge point between operations and the business. Forge strong relationships with the commercial organization and ensure the operation meets their expectations and needs.

  • Ensure that the operation continues to develop towards a best in class outfit, balancing quality of service with operational efficiency. 

  • Challenging the business appropriately to consider new and creative ways of doing things, to influence eBay’s global strategy adding value to its customers, employees and stakeholders. 

  • Influence, support and, where appropriate, develop a cohesive channel services strategy to include self-help, phone, e-mail, chat, location and in-house / outsource, etc. 

  • Influence investment and resourcing decisions to align the business to the strategy. 

  • Implement an appropriate strategy to ensure exceptional end-to-end customer experience by reducing friction and ensuring eBay puts the customer at the heart of their work 

  • Define clear objectives, milestones and measurements for operational delivery teams and ensure that these objectives are customer focused and business driven.

  • Drive operational excellence in execution to the strategy, delivering to operational goals and initiatives

  • Developing strong working relationships with stakeholders and support groups, driving appropriate ways of working to facilitate a best in class service proposition and culture.

Requirements:

  • Significant experience of running a service delivery operation at scale.

  • Ability to inspire in a way that others want to make things happen, to forge solid relationships across a broad business.

  •  A team player and builder, receptive to ideas from others.

  • Demonstrated analytical thinking and quantitatively rigorous.

  • Proven people leader, with the ability to inspire, lead, and mentor a high performing organization, invests time and resources in the team to help people realize their best.

  • Deeply customer centric service philosophy and understanding of the challenges in providing a world class customer experience while controlling costs in a dynamic environment

  • A big picture thinker with an innovative mindset who does not shy away from complex problems and looks to reduce complexity where possible.

  • The successful candidate will show the ability to quickly adapt to a rapidly changing environment, while serving as a steady point of continuity for the team.

  • Can make decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure.

  • A strong talent for organizing and managing time effectively, a laser sharp focus on priorities and activities that will have the biggest impact on our customers.

  • Effective balance of strategic vision and tactical execution. Excellent communication skills, both written and verbal.

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