Shipping Experience Manager

San Jose, California Requisition Number R0041414 Subsidiary eBay

eBay is a global commerce leader that allows you to shape how the world buys, sells, and gives. You’ll be part of a culture that’s been genuinely committed to diversity and inclusion since its founding more than 20 years ago. Here, you can just be yourself, do your best work, and have a meaningful impact on people across the globe. We are looking for people with drive, ideas, and a passion for helping small businesses succeed to help shape the future of eBay—does this sound like you? If so, we’d love to talk to you!

Position Summary

You will lead strategic execution of the buyer and seller experience for eBay. Working closely with carrier management, product and marketing teams – identifying key customer needs and partnering with cross functional internal teams including legal, finance, product development and product management to champion those changes. Contribute to ongoing activation of existing and future shipping programs.

What you will do

  • Provide the business project leadership and bottom-line responsibility for delivering large, sophisticated, cross functional initiatives targeted to improve delivery experience on site
  • Partner with shipping product team to prioritize initiatives that provide a better buyer experience. Advocate for specific features based on seller / business feedback and industry trends.
  • Be the voice of the customer and build business cases to improve the program then drive them to implementation.
  • Engage internal subject matter specialists (individuals or teams) to bring deeper understanding of the needs and challenges faced by buyers; and who help advise on or implement the potential solutions (ie design, trust, buyer experience, etc).
  • Collaborate with marketing (strategy and activation) to ensure that retail standard shipping initiatives / programs are included in on-site and off-site messaging.

Skills and Experience

  • Customer centric – you are passionate about advocating for customers
  • Solution oriented – you are passionate about solving difficult business problems and telling the story behind the numbers
  • Cross-functional and collaborative – you communicate effectively with stakeholders and technology teams
  • Hands-on – utilize peers and leadership to effectively, influence best in class performance from suppliers and internal teams
  • Naturally inclined to learning new things – you proactively pursue acquiring new knowledge about your work and enjoy sharing your knowledge with others
  • What you’ll need:
  • 5+ years of experience working in program management and/or online commerce
  • Strong communication and presentation skills and high comfort level addressing large audiences and senior executives
  • Ability to operate in a fast-paced environment that’s going through tremendous growth and shifting priorities.
  • eBay site customer (buyer / seller) and familiarity with eBay flows and processes preferred including current shipping programs offered to customers including desired experience versus perceived experience.
  • Bachelor’s degree from a major educational institution is required. MBA a plus.

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/our-company/diversity-inclusion/.

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.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

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