Sr. Manager Service Readiness NA

Location:

Salt Lake City, Utah, United States
Austin, Texas, United States
Remote - United States (Excludes: CO | HI | NM)
Requisition Number:
R0055412

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 organizations of all sizes. eBay Marketplaces operates in 190 markets around the world.

Looking for a company that inspires passion, courage and imagination, 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 creating an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.

Job Summary

As the Sr. Manager of Service Readiness for North America (NA) within our Global Customer Experience (GCX) division you will be directing a team of service readiness specialists and will report into the Director of Global Service Readiness. The right candidate will be a smart, efficient self-starter with an ability to operate effectively in a fast paced, ever changing environment.

Responsibilities

  • Support implementation of projects from the Marketplace, Trust and GCX portfolios.

  • Work with regional business units on local initiatives and with different eBay teams to understand roadmaps and provide Voice of the Customers/Voice of the Teammates.

  • Influence partners across all aspects of the business that touch or influence the customer experience to align to the defined strategy.

  • Constantly be looking for ways to improve and develop the North America service to better satisfy customers and to build a consistent experience in line with the defined strategy.

  • Conduct formalized processes to capture and understand customer preferences and business needs, then use those insights to determine how to shape our service offering.

  • Partner very closely with the NA Service Delivery Leaders to ensure that all the operational aspects of our service offerings are considered and implemented successfully.

  • Engage with our NA Service Delivery Leaders to understand our emerging service needs and how best to address them.

  • Champion the service and ensure it continues to keep pace with user needs.

  • Be focused on outcomes ensuring that you embed, execute finish well.

  • Use pilot results to create proposals to refine service delivery.

  • Look to use system/tool capabilities in innovative ways.

  • Keep an active lookout for risks, potential gains and issues to anticipate advancements and opportunities to advance the service goals.

Requirements

  • 8+ years’ experience in a customer service environment, of which +5years in a management/leadership position.

  • Strong leadership, motivation, coaching, and people skills.

  • Track record in successfully leading a service enabling function in a customer service environment.

  • A big picture problem solver with an innovative demeanor, coupled with a passion for creating solutions that are efficient, effective, and crucial.

  • Curious about user behavior, seeks a clear understanding of the problem, project objectives and value to the customer. Celebrates customer satisfaction.

  • Demonstrated exceptional emotional intelligence through a track record of earning positive recognition for conduct, integrity, and effectiveness while successfully completing challenging assignments

  • Excellent planning, execution, and project-management skills.

  • Strong eye for business with the leadership and functional ability to define and implement initiatives with business impact.

  • Doesn't shy away from complex problems, but also has a knack for reducing complexity through design and excellent visual, written, and spoken communication.

  • Excellent presentation skills.

  • Experience in, and understanding of e-commerce business models preferred.

  • Experience in contact center operations is a must.

Professional Characteristics

  • Authentic individual with impeccable integrity, whose personal and professional values are consistent with eBay’s mission, vision and DNA.

  • 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 them.

  • Confident and well-prepared leader, comfortable in a fast‐paced global environment.

  • Collaborative facilitator, who develops relationships and loyalty with his/her colleagues across all business functions and levels.

  • Team oriented consensus builder who understands how to achieve buy‐in from diverse constituencies, building bridges and designing “win‐win” solutions across a matrix management organization.

  • Strong interpersonal skills with demonstrated ability to partner and build 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-JG1

#LI-remote

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

Sr. Manager Service Readiness NA

Salt Lake City, Utah, United States
Austin, Texas, United States
Remote - United States (Excludes: CO | HI | NM)
Requisition Number R0055412 Subsidiary eBay

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 organizations of all sizes. eBay Marketplaces operates in 190 markets around the world.

Looking for a company that inspires passion, courage and imagination, 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 creating an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.

Job Summary

As the Sr. Manager of Service Readiness for North America (NA) within our Global Customer Experience (GCX) division you will be directing a team of service readiness specialists and will report into the Director of Global Service Readiness. The right candidate will be a smart, efficient self-starter with an ability to operate effectively in a fast paced, ever changing environment.

Responsibilities

  • Support implementation of projects from the Marketplace, Trust and GCX portfolios.

  • Work with regional business units on local initiatives and with different eBay teams to understand roadmaps and provide Voice of the Customers/Voice of the Teammates.

  • Influence partners across all aspects of the business that touch or influence the customer experience to align to the defined strategy.

  • Constantly be looking for ways to improve and develop the North America service to better satisfy customers and to build a consistent experience in line with the defined strategy.

  • Conduct formalized processes to capture and understand customer preferences and business needs, then use those insights to determine how to shape our service offering.

  • Partner very closely with the NA Service Delivery Leaders to ensure that all the operational aspects of our service offerings are considered and implemented successfully.

  • Engage with our NA Service Delivery Leaders to understand our emerging service needs and how best to address them.

  • Champion the service and ensure it continues to keep pace with user needs.

  • Be focused on outcomes ensuring that you embed, execute finish well.

  • Use pilot results to create proposals to refine service delivery.

  • Look to use system/tool capabilities in innovative ways.

  • Keep an active lookout for risks, potential gains and issues to anticipate advancements and opportunities to advance the service goals.

Requirements

  • 8+ years’ experience in a customer service environment, of which +5years in a management/leadership position.

  • Strong leadership, motivation, coaching, and people skills.

  • Track record in successfully leading a service enabling function in a customer service environment.

  • A big picture problem solver with an innovative demeanor, coupled with a passion for creating solutions that are efficient, effective, and crucial.

  • Curious about user behavior, seeks a clear understanding of the problem, project objectives and value to the customer. Celebrates customer satisfaction.

  • Demonstrated exceptional emotional intelligence through a track record of earning positive recognition for conduct, integrity, and effectiveness while successfully completing challenging assignments

  • Excellent planning, execution, and project-management skills.

  • Strong eye for business with the leadership and functional ability to define and implement initiatives with business impact.

  • Doesn't shy away from complex problems, but also has a knack for reducing complexity through design and excellent visual, written, and spoken communication.

  • Excellent presentation skills.

  • Experience in, and understanding of e-commerce business models preferred.

  • Experience in contact center operations is a must.

Professional Characteristics

  • Authentic individual with impeccable integrity, whose personal and professional values are consistent with eBay’s mission, vision and DNA.

  • 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 them.

  • Confident and well-prepared leader, comfortable in a fast‐paced global environment.

  • Collaborative facilitator, who develops relationships and loyalty with his/her colleagues across all business functions and levels.

  • Team oriented consensus builder who understands how to achieve buy‐in from diverse constituencies, building bridges and designing “win‐win” solutions across a matrix management organization.

  • Strong interpersonal skills with demonstrated ability to partner and build 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-JG1

#LI-remote

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