Sr. Director, Customer Service PaymentsSan Jose, California Requisition Number R0039104
eBay exists to empower people and create economic opportunity. As eBay buildsmanaged payments, we are creating new customer service solutions and operations that enable buyer and seller communities. This is a unique opportunity to ensure the seller and buyer experience is as seamless as possible.
As Sr. Director of Customer Service Payments Risk Operations, you will contribute to eBay’s growth by defining and driving the Payments operations strategy, and leading a large internal and external customer service organization (800+) to help ensure eBay’s online marketplace is a safe place for buyers and sellers to do business.
Lead the global Customer Service Payments Risk Operations organization
Develop the Risk Operations strategy; shape and ensure proper implementation of the risk and trust management policies while considering business growth and customer needs
Drive operational excellence in execution to the strategy, delivering to operational goals and initiatives
Drive an aligned global approach to Risk / Fraud Customer experience while balancing the local needs
Lead a team of approximately 800 team members, primarily in the US and Europe, and an outsource partner network of customer service agents
Drive engagement across a large organization, while being sensitive to regional demands/needs
Drive futuristic solutions that protect and mitigate risk for eBay and its customers; challenge the status quo, stay current with risk, fraud and market trends
Manage cross functionally with leaders across multiple Customer Service organizations, business leaders and initiative owners across Risk, Trust and Policy while balancing business impacts and goals with the customer experience
Closely partner and align shared goals with leadership in the wider business, across both customer service and business partner organizations
Proven leader with extensive experience leading large, global customer service organizations
Experience within the fraud/risk management environment preferred; experienced in regulatory environment required
Experience managing both internal and outsource partner organizations
Excellent customer centric service philosophy and understanding of the challenges in providing a world class customer experience while controlling costs in a growth environment
Ability to manage complex and critical problems and projects
Ability to reach appropriate resolution in many varied situations without damaging internal or external relationships
Effective balance of strategic vision and tactical execution
Ability to understand data and leverage analytics to make good decisions.
Proven people leader, with the ability to inspire, lead, and mentor a high performing organization.
Excellent communication skills, both written and verbal
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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 firstname.lastname@example.org. We will make every effort to respond to your request for disability assistance as soon as possible.
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