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.About the team and the role: If you are customer-focused, operational, analytical, build meaningful relationships, and have an ownership approach, 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 program. 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 or Sneaker authentication space, and have a deep understanding of how to build and maintain effective partner relationships.What you will accomplish: Manage the day-to-day exception management processes.Oversee and grow the exceptions management team.Continuously improve the exception management process flowWork closely with our external partners.Collaborate daily with eBay's cross-functional teams, especially GCX.Design, manage and improve SLA reporting - monitor performance, report out on it weekly, identify improvements by working with partner and cross functional teammates.Proactively find opportunities to improve the customer experience through working closely with eBay’s product, partnerships, logistics and moreWhat you will bring: Prior exceptions management experience preferred.Analytical and problem-solving skills ability to research and address concerns.Flexibility to manage evolving workflows and responsibilities.Excellent communication skills (both written and verbal)Ability to work autonomously.Knowledge of standard operating systems, word processing, spreadsheets, Slack, etc.Prior authentication experience is preferable.Very detail oriented and organized.Strong team player and executorProcess efficiency – proactively look for ways to improve operations.Ability to work independently to hit goals.People management skills, or a strong desire to become a people manager.#LI-GJPPlease see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.eBay 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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