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.SummaryThis role is highly customer focused and has a passion for driving continuous improvement programs to improve the experience for our Greater China & APAC CBT customers, our teammates and our shareholders. This role will work with various teams in both Customer Services and the Business Unit to create great experiences for our customers and value adding to business. OE saving and project management is also the key measurement of this role.Key responsibilitiesImprove the customer experience by finding opportunities to eliminate contacts, reduce friction in our contacts and improve variances in teammate performance.Through a specialized level of eye for business, this role needs to have the ability to identify, establish and introduce standard process by having a good understanding of the bigger picture and what drives company strategy.Design and implement cross function/region project and initiatives, build connection with partners to ensure result achieved.Continuous monitoring and assessment of the end to end customer journey with respect to customer experience improvement projects demonstrating internal insights and external standard processes.Design customer service modules to top merchants to improve customer experience.Support strategy development and lead implementations of new initiatives.Change management - Pro-actively evaluate the impact of upcoming policy/product/process changes for the department in order to co-ordinate and ensure their effective implementation and positive impact on customer experience.Document process for our workflows and conduct process analysis to find opportunities, improve and implement new workflows, policies and practices.Develop effective working relationships in GCX, Global eBay Policies and Operations teams, applying their expertise to achieve goals.Independent problem solving and decision making grounded in insights, facts and aligned with the strategic priorities of the GCX.Generate innovative ideas and solutions, providing input and feedback to the overall Service Strategy and Design.Learn quickly, enjoy working independently and have the proven ability to multi-task and work under pressure in a busy environment.Job RequirementsBachelor degree or above.At least 3 years working experience in a customer service or e-commerce business environment, preferably with exposure to working in cross functional teams or projects.Demonstrates breadth and depth in use and application of analytics principles, tools and methodologies (quantitative & qualitative).Excellent communication, presentation and networking skills with an ability to tailor approach to the different levels in the organization.A proven track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities toward professional growth.Ability to generate innovative ideas and solutions.Ability to handle multiple tasks, meet deadlines in a dynamic/changing environment.Ability to learn quickly and to work independently and under pressure in a busy environment.Positive attitude and ability to be a team player.Strong facilitation and organizational skills.Working knowledge of Microsoft Office programs such as Outlook, ExcelWord, Powerpoint and Visio.Fluent English communication skill is necessary. Trilingual is a plus.PMP or Six Sigma certificate is a plus.Benefits 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/eBay 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: 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.
View Original Job Posting