Service Readiness Manager

eBay Inc. is a global commerce leader that connects millions of buyers and sellers globally. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes. eBay Marketplaces operates in 190 markets around the world!

The Global Service Experience team is hiring a Service Readiness Manager who will report into Head of Service Readiness for NA. Service Design is a team of operational specialists that lead initiatives that shape how eBay customer service is delivered across our frontline teams globally. This is an exciting role in Global Service Delivery (GSD) which will work with the Payments portfolio, with a focus on leading change impacting GCX operations is handled effectively and consistently. This person will lead change from the initial discovery phase right through to deployment and post-live support in a fast paced, ever-changing environment!

Job Summary

• Act as business leaders on a broad and sophisticated portfolio of organizational change projects/programs
• Act as the main linkage for project teams and partners (such as Product, Business Unit etc) and the Service Delivery function (operations and frontline CS)
• Cultivate partner relationships across a matrixed organization from Business Unit, Product, Global Customer Experience (GCX) and support functions (Customer Teammate Planning, Analytics, CS Tech, and Learning to drive initiatives.
• Support operations and front-line teams/teammates in an ongoing effort to provide the best Customer Experience possible while improving operating efficiencies
• Champion change across NA GSD teams, and ensure that the needs of the frontline teams are factored into initiatives
• Provide subject matter expertise for Content and Training designers and creators
• Assess customer feedback and other key performance metrics as it relates to assigned channels and functional areas. Ensure customer insight is assembled, so we can develop and implement actions to ensure an optimized customer experience.
• Organizational change - Pro-actively evaluate the impact of upcoming policy/product/process changes for the department in order to co-ordinate and ensure effective implementation.
• Continuous monitoring and assessment of the customer journey to identify and lead customer experience improvement projects.

Responsibilities

• Accountability for the success of high complexity projects/programs working with Project Managers and project teams to ensure successful teammate and operational leadership awareness and readiness for a seamless launch with minimal impact to customer experience and operational efficiency metrics (CSAT, AHT, Transfers Etc)
• Support implementation of strategies and structures within the team to allow for prioritization and continuous shift toward proactive strategies for the large customer service organization
• Represent Service Readiness through project kick off to execution to ensure readiness is accounted for through the end to end customer experiences
• Ensure effective change plans are accounted for in project execution which may include comms pack distribution
• Support the building and execution of a clear and structured communications from peer, to a Senior Director level around significant roadmap of changes affecting operations teams.
• Lead Continuous Improvement projects and act as a mentor for team and operations partners in applying tools/techniques to drive customer experience.

Requirements:

• At least 5 years' experience in a large online multinational as a Customer Experience manager/leader, Program/ Project Manager, Operations manager, Business Excellence Leader, Operating Efficiency Leader
• Excellent communication skills oral and written, from delivering readiness to front line teammates to summarizing communication to Senior Directors
• Dedicated, able to work independently and deal with ambiguity form tangible paths to execution.
• Strong presentation skills
• Previous experience leading Continuous Improvement initiatives within an operations environment.
• Ability to learn quickly, prioritize multiple tasks and deliver results in a fast paced and dynamic environment
• Experience using analytics (technical abilities would be a plus) to make decision and drive insights into action

Preferred Requirements:

• LEAN/6 Sigma experience
• Bachelor's Degree/MBA
• Project/Program Management experience

Benefits are a crucial 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 a diverse set of 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/

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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. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement.

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