At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.eBay is hiring an Authentication Exceptions Manager at its facility in West London - the right candidate will have experience of managing complex process exceptions and ideally a keen interest in authenticity of high end items. We are looking for a manager who can grow the team and the workflows, has an agile approach and is open to work with multiple categories as well as a good collaborator to our partners and our cross-functional teams in our world class operation.If you are customer-focused, operational, analytical, build meaningful relationships, and have an ownership mindset, we would love to hear from you! eBay’s Authentication team is tasked with ensuring eBay is the world’s leading online marketplace to buy and sell authentic luxury goods, including sneakers, watches and handbags, with more to come. The team is passionate about ensuring buyer trust, elevating the eBay brand, and improving conversion and sales price for sellers.The work the exceptions team is doing is core to our authentication promise and the wider programme. In this role, we are looking for a manager who will be responsible for all exception management activities including managing items that have not been able to be authenticated, or are missing key components, have quality issues or have missing shipping details. They will also partner closely with internal eBay teams including Customer Service, Product, Legal, and our Vertical business teams to continuously drive a better experience for our buyers and sellers.. The ideal candidate will have exceptions operations experience, ideally in the Luxury authentication space, and have a deep understanding of how to build and maintain effective partner relationships.Responsibilities:Manage the day-to-day exception management processesOversee and grow the exceptions management teamContinuously improve the exception management process flowWork closely with our external partnersCollaborate on a daily basis with eBay's cross-functional teams, especially GCXDesign, manage and improve SLA reporting - monitor performance, report out on it weekly, identify improvements by working with partner and cross functional teammatesProactively identify opportunities to improve the customer experience through working closely with eBay’s product, partnerships, logistics and morePrerequisite knowledge and competenciesPrior exceptions management experience preferredAnalytical and problem-solving skills ability to research and address concernsFlexibility to manage evolving work-flows and responsibilitiesExcellent communication skills (both written and verbal)Ability to work autonomouslyKnowledge of standard operating systems, word processing, spreadsheets, Slack, etc.Prior authentication experience is preferableVery detail oriented and organisedStrong team player and executorProcess efficiency – proactively look for ways to improve operationsAbility to work independently to hit goalsPeople management skills, or a strong desire to become a people managerBenefits 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-SI1eBay 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 have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico. This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.
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