The Company 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.eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes.The TeamWith innovative and exciting operational initiatives, the Authentication Operations team is a fast-paced and passion-filled team to be a part of. This team has successfully launched watches, handbags, sneakers, trading card, and apparel authentication in the US, CA, AU, UK and DE in under three years. We are a group of diverse teammates who together make a complete business unit and are seeking an analytical Customer Experience Program Manager to drive our current and future CX initiatives.The RoleYou will be joining the Authentication team as the Sr. Manager Strategy & Ops-Authentication, with the opportunity to have a meaningful impact on the Authenticity Guarantee customer experience. In this role, you will be responsible for analyzing, driving the strategy and optimizing the global exceptions programs across all Authenticity Guarantee Programs. You will monitor and drive the regular evaluation, performance, and improvement of the exception's experience for buyers and sellers using the Authenticity Guarantee program.ResponsibilitiesContinuous evaluation and improvementResponsible for exceptions including processes and reporting/ evolution for: SNAD and public notes, CF reduction, and PSNAD programs, as well as any evolution of services that fall into this workstreamIdentify and develop KPI’s tailored to exceptions programs and track and report progress toward them weekly (or as needed)Identify and implement continuous improvement initiatives through reporting findings, CSAT data, facility teammate feedback, and being the customerPossibility to expand to all BBE/BSE (bad buyer/ bad seller) metrics including SNAD rejections across AGCollaborate with broader trust organization to drive to a positive customer experience through the following areas for AG:Trust policiesRisk policiesSeller standardsListing flowDocumentationDevelop and maintain up to date SOP’s and operating documentation including but not limited to exceptions processing, manual PSNAD processing, and automated PSNAD processing for all global sites/ categoriesTrainings or refreshers with site leads as neededCreate dashboard for exceptions visibility and KPI trackingConsult, and implement as needed, on new launches globally by working to develop the SNAD and PSNAD matrix documentation and providing trainingsManagementDevelop and maintain relationships with on-site Exceptions leads globally, and across all categories both internal and external10-15% travel; Visit sites quarterly to roll out improvements and collect feedbackDevelop direct report in qualitative and quantitative abilitiesIndirectly manage/ support Exceptions teams to deliver optimized experiencePartner closely with Ebay teams including Exceptions teams, Facilities site leads, GCX and BU’s to increase rate of satisfied buyers and reduce exceptions and increase CSATRequirements:8+ years program management experience establishing processes, monitoring, and managing continuous improvement10-15% travel to all sites with global partner operationsPassionate about Ebay and the AG customer experienceStrong analysis capabilities including tackling problems and creating synthesized cases backed by dataProven record of analyzing programs, creating and implementing standardized processes, and making continuous improvements for customer experienceBuilds strong, professional relationships with vendors and facilities teammates through strong communicationAbility to work independently including travelPositively contributes to development and participation in team cultureCuriosity and eagerness to evolve programsAbility to drive issue resolution and partner alignmentSense of urgency to close issues as quickly as possible when they ariseAbility to juggle and prioritize multiple business demands, projects and partnersBenefits 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/The pay range for this position at commencement of employment in California, Washington, or New York is expected in the range below.$126,800 - $187,550Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.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.
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