[Remote] Manager, GC Service Delivery team at eBay

Malaysia

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, Customer ServiceIndustries

Requirements

Bachelor degree and above
5+ years operational leadership experience in a customer service or e-commerce industry
Proficient in both English and Mandarin including reading and writing
Rich experience in global and cross-functional organizations
Excellent customer centric service philosophy and understanding of the challenges in providing a world class customer experience while controlling costs in a growth environment
Successful track record in achieving and exceeding customer service goals in a high growth business
Process/operational improvement background (Six Sigma/Lean certifications) desired
Experience in leading and managing large customer service teams
Experience in a contact center and/or ecommerce industry desired

Responsibilities

Lead a Customer Experience organization responsible for customers and employees in Greater China and supporting the global business
Apply customer centric thought process: listen to customer needs, synthesize, and develop strategy for improved business performance
Deploy product, policy, or process changes to ensure customers and front-line teammates are prepared and successful
Improve Customer Satisfaction Scores through front-line teammate development, process improvement, and tool development
Partner with Business Units to implement improvements for customers
Drive passion for training and development of each employee
Improve overall employee satisfaction scores and reduce attrition rates
Focus intensely on developing Direct Reports and enabling them to thrive
Challenge the status quo, take appropriate risks, and be provocative
Demonstrate excellent influence and engagement with global peers and work effectively with Business Units
Lead change in ways that motivate and inspire others

Skills

Key technologies and capabilities for this role

Customer Experience ManagementTeam LeadershipEmployee DevelopmentProcess ImprovementCustomer SatisfactionStrategy DevelopmentTrainingStakeholder EngagementChange ManagementPerformance Metrics

Questions & Answers

Common questions about this position

What experience is required for the Manager, GC Service Delivery role?

Candidates need a Bachelor degree and above, 5+ years of operational leadership experience in customer service or e-commerce, proficiency in English and Mandarin (reading and writing), and experience in global cross-functional organizations.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position, or is there a location requirement?

This information is not specified in the job description.

What does eBay's company culture emphasize?

eBay values a customer-centric approach where authenticity thrives, bold ideas are welcome, everyone can bring their unique selves, and the team consists of passionate thinkers, innovators, and dreamers working together.

What makes a strong candidate for this manager role?

A strong candidate has experience leading large customer service teams, a customer-centric philosophy, a track record of improving satisfaction scores and reducing attrition, process improvement background like Six Sigma/Lean, and excels in employee development and global leadership.

eBay

Global online marketplace for buying and selling

About eBay

eBay is an online marketplace where individuals and businesses can buy and sell a wide range of products, including electronics, fashion, and collectibles. Users can list items for auction or use the 'Buy It Now' option for immediate purchases. eBay stands out from competitors with its vast selection, user-friendly interface, and strong buyer and seller protections, including free shipping on many items. The company's goal is to facilitate seamless transactions while generating revenue through transaction fees, advertising, and subscription services.

San Jose, CaliforniaHeadquarters

1995Year Founded

$6.5MTotal Funding

IPOCompany Stage

Consumer Software, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Company Match

Paid Vacation

Parental Leave

Risks

Niche e-commerce platforms like StockX and Poshmark may draw away eBay's customers.

Social media platforms with shopping features could divert traffic from eBay.

Direct-to-consumer brands bypassing marketplaces may reduce eBay's seller base.

Differentiation

eBay offers a unique auction-style listing alongside 'Buy It Now' options.

The platform provides robust buyer and seller protections, enhancing trust in transactions.

eBay's vast product selection includes new, refurbished, and second-hand items.

Upsides

eBay's acquisition of GSI Commerce strengthens its position as a global commerce partner.

The rise of social commerce offers eBay opportunities to integrate social shopping features.

Increased focus on sustainability aligns with eBay's refurbished and second-hand product categories.

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