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.Role OverviewThe role is highly focused and has a passion for driving continuous improvement through our teammates both internally and at our partner sites. Day to day responsibilities will include supporting the Operational execution of our Service Design and Strategy for the LOB, delivered through insights to drive operational effectiveness against a balanced scorecard. The Operational Specialist will also be an important resource and support for both our Outsource Partners, Internal Stakeholders and People Managers, providing practical insights that support both the creation and delivery of strategic objectives. Additionally the Operations Specialist will also be a key component in the front line team during operational challenges, these individuals will be empowered and action orientated in the support of recovery during times when the operation is challenged.Key responsibilitiesContinuous monitoring and assessment of the Operational Balance scorecard, and driving analytical insights around impacts from People, Processes and Policies.Initiate/Lead/Support operational improvement projects from initiation to closure and ensure regular communication on the project progress alongside the results.Understand and evaluate the impact of upcoming policy/product/process changes on the Operation and support on the creation of action plans to implement these changes effectively.Communicate regularly with key business partners – including daily, weekly, monthly and quarterly business reporting against the department scorecard.Perform root cause analysis for missed SLAs and establish how they can be prevented in the futureIdentify and drive operational efficiency in the UK M2M LOB and partner teams.Recommend new and/or improved, SOP’s that support team mates on effective execution, partnering with Service Design to ensure delivery.Develop effective working relationships with peers in GSD, GCX and Global eBay Policies and Service Design Teams.Monthly Partner invoice validationIndependent problem solving and decision making.Generate innovative ideas and solutions and feedback to the relevant stakeholder or partner team.Learn quickly, enjoy working independently and have the proven track record to multi-task and work under pressure in a busy environment.Job RequirementsTried experience in a customer service environment, preferably with exposure to working in cross functional teams or projects.Experience in People Management or Operational Management is crucial.Experience in managing an Outsource Partner would be desirable.Demonstrates breadth and depth in use and application of analytics principles, tools and methodologies (quantitative & qualitative).Displays thorough understanding of eBay’s relevant business areas, data warehouse, policies, systems and proceduresExcellent communication, presentation and networking skills with an ability to tailor approach to the different levels in the organisation.A consistent track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities toward professional growth.Ability to provide creative ideas and solutions.Ability to work independently, handle multiple tasks, meet deadlines in a dynamic/changing environment.Ability to learn quickly and under pressure in a busy environment.Strong working knowledge of contact centre functions and telephony infrastructure.Positive attitude and ability to be a teammate.Strong facilitation and organisational skills.Flexibility to travel from time to time.Solid understanding of Microsoft Office programs such as Outlook, Excel and Word.Good knowledge of Micro-strategy reporting.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 a diverse group 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/#LI-ML1eBay 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. 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