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 Payments Operations Specialist will be responsible for working with the Operations Manager, in reviewing all aspects of the business that impact our operational KPIs. They will engage with, and drive the performance of our Outsource Partners.They will lead the day to day operation rigour with the partners, driving the performance of the KPIs. They will work closely with the Service Readiness team to provide insights on customer impacting process, gathering voice of the customer and voice of the teammate insights. They will also be responsible for co delivering top customer service by managing action plans with our partner teams.Requirements:Ideal candidate is someone who has experience managing customer metricsCandidates must have proven track of delivering top Customer Service ManagementMust have a strong customer centric focus, excellent attention to detail.Self-motivated, high energy, ability to cope with tight deadlinesAbility to deliver a high level of customer service with a confident and professional mannerAbility to work on own initiative essentialExcellent engagement and communication skills required for this role to aid with initiating process improvement initiativesAbility to recognise trends through analysis of reports and act on that analysis.High Level of understanding of Operations.Create self-sustaining and scalable operational cadencesIndependentSolution OrientedGood communication/Organisation skillsGood time leadership skillsResponsibilities Customer FocusedGathering data and providing deep dive analysis to identify trends and root cause volume drivers impacting our members and the Operational and Customer Experience critical metrics.Using the data to drive insights into the business – from site and process, to initiative or behaviour drive issuesEngagement with the Partner Teammates as needed, to gain insight and feedback on processes and policies – participate in Business ReviewsUsing any concerns raised to provide insight by identifying problems and supervising the issues to identify trends and call out gapsWorking closely with support teams to aid engagement with Service Design, Learning and Coaching teams as needed to close the gaps and reduce the contactsUsing the data to support our teams in crafting back to green plans where needed, and drive successful actionsReporting and analysis responsibilitiesSupporting Operations Manager by reporting back on contacts and providing data and numbers on contacts, impact and detail on steps and actions to improveReporting on Tools issues, and providing input for Tools improvements that will impact efficiencyTo deep dive further into what topics and issues are driving volume.To input data to the Operations Lead and Operations Manager to help provide feedback to the Support teams post launch of all initiativesIntegrate/ build operational cadences to drive collaboration and performance with all support teamsDeep Dive Detractors and NeutralsBuild and facilitate upskilling materials as needed based on trending data for both leaders and teammatesLive observations to understand leadership opportunities and impactsRun Member Experience callsMonitor/Readout on trends for course correction throughout the QuarterFunnel coaching and communication for other work groupsBuild self-sustaining and scalable operational cadencesBenefits 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-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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