Looking for a company that inspires passion, courage, and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.The OpportunityThe Senior Manager, Commercial and Social will be a critical member of the Global Customer Experience team reporting to the Director of Premium Services and Specialty. We’re looking for someone to promote high-quality team engagement, service delivery opportunities to support sustained growth for our customers and eBay and model a culture of continuous improvement. This position will be responsible for the overall strategic and operational success across a variety of specialized services, including social media channels. The successful candidate will be an innovative, efficient self-starter who can operate optimally in a fast-paced, complex, and constantly evolving environment. You will partner with both GCX and Marketplaces collaborators to ensure our customers’ success.Primary Job ResponsibilitiesThe Senior Manager, Commercial and Social will be accountable for building a great service organization for their team. These teams exist to support our high-value buyers and sellers, to solve their problems in the quickest simplest easiest way possible and to make them feel great about eBay.The ideal candidate will have a strong customer service and commercial background in a senior management role, demonstrated experience with developing and innovating customer service product offerings that support growth and leading in a growing and changing industry. We are seeking someone who will create an exceptional end to end customer experience by reducing friction, ensuring our team put the customer at the heart of our work.The successful candidate will design and deliver people first strategy that drives team engagement, attracts, coaches, and develops people to grow in their potential.This leader will inspire and build effective teams dedicated to meeting the highest levels of performance within a complex environment. This includes motivating, building, coaching, and developing a future oriented team of senior level leaders into a highly responsive team capable of being inventive, challenging the status quo and working as a cohesive group to meet the needs of all customers.Define clear objectives, achievements and measurements for delivery teams and ensure that these objectives are customer focused and business driven. Understand market dynamics to meet and exceed a range of operational targets around productivity, customer satisfaction, GMV/revenue growth, employee attrition and budget to ensure that the organization has the competencies, bandwidth, and capability to service the expanding e-commerce space.Provide team with VOC and VOE insights, identifying trends and root cause drivers impacting experience, pinpointing process and policy improvement opportunities and challenge the business appropriately to consider new and creative ways of doing things.Have a strong talent for organizing and managing time effectively, have a laser sharp focus on priorities and activities that will have the biggest impact on our customers, show the ability to quickly adapt to rapidly changing environments while serving as a steady point of continuity for the team.Developing strong working relationships with partners and support groups, driving ways of working and transparency of dependencies that impact operational efficiency, performance, and customer experience.Responsibility for change management, driving and implementing change across their lines of business, ensuring process changes and improvements are fully operationalized for a long-term adoption.Job RequirementsHybrid Role working out of either our Austin, TX or SLC, UT office5+ years business experienceExperience in successfully managing commercial and/or social media teams in a contact center operationUnderstanding and knowledge of customer service and/or sales key performance indicators with a successful track record in achieving and exceeding operational and commercial goals and delivering on budgetsStrategic and dynamic thinking with the ability to turn strategy into action planning and commercial excellenceProven data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problemsExcellent written, verbal, and analytical skills with an ability to pull together compelling insights and presentations to a wide range of partnersDemonstrated outstanding emotional intelligence through a track record of earning positive recognition for conduct, integrity, and efficiencyStrong organizational change and collaborative leadership skillsUnderstanding and creativity in the use of technology to enable business improvementsProfessional CharacteristicsAuthentic individual with outstanding integrity, whose personal and professional values are consistent with eBay’s mission, vision, and leadership frameworkEgoless style: someone who puts the interests of the broader team and eBay’s goals ahead of their own personal agenda, someone who hires for diversity and leads in a way that benefits from the diversity aroundConfident, well-prepared leader with the courage to advance the goals of the organization at the senior level, comfortable in a fast‐paced global environmentVibrant, performance‐driven individual who will pursue excellence in translating eBay’s passion vision/mission of the organization into operational, quantitative plans, goals, and schedules for improvementTeam oriented consensus builder who understands how to achieve buy‐in from diverse constituencies, building bridges and crafting “win‐win” solutions across a matrix management organizationStrong communication skills with demonstrated ability to partner and establish relationships with executive leadership, managers, and all levels of co-workersBenefits 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 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 can bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/*Internal applicants: For the right internal candidate this role could be a 26 or 27 based on your current knowledge and skill set. ***Internal applicants please note application due date is 4/28/23**#LI-JG1eBay 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.Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes residents of Colorado, 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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