Sr. Director, Customer Service Payments

San 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.

Key Responsibilities:

  • 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

Requirements:

  • 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 talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:

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