At eBay, we're more than a global ecommerce leader — we're changing the way the world shops and sells.
Our platform empowers millions of buyers and sellers in more than 190 markets around the world.
We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day.
We're in this together, sustaining the future of our customers, our company, and our planet.Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.Global Service Readiness ManagerThe Global Service Experience team is hiring a Service Readiness Specialist who will report into the Head of Service Readiness Seller Experience!
This is an exciting role in Global Service Delivery which will work across a large portfolio of projects within the Marketplaces and GCX Tech Transformation program and other high impact initiatives, ensuring that change impacting GCX operations is handled effectively and consistently.
This person will primarily lead change from the initial discovery phase right through to deployment and post-live support in a fast paced, ever-changing environment.You will:Collaborate across a broad and varied landscape of support functions and partners – not least; Program Leads, Transformation Change Leads, Training, Workforce Planning, Front Line Operations, Project Management, CS Tech, Business Unit etc.Engage with various partners across multiple geographies and build clear engagement and communication plans to ensure change management is effectively implemented at all phases of the project.Take the lead to assess, anticipate impact and communicate change to a broad range of partners, including directors of different LOBsAct as Project Manager to ensure each project is captured into the overall portfolio and change is managed effectivelyCreate customer experience analysis and deep dives to provide practical insights and recommendations to the business, acting as an authority to build great experience for our customers and representing the LOB in projects and initiatives.Build a framework that establishes our change management approach at each stage of the change (from planning to deployment) supporting high impact projects such as GCX Tech Transformation program and other Marketplace or GCX driven initiatives.Represent our team with a user centric approach attitude in key meetings to communicate and manage change.Work on a diverse set of projects to assess the impact of the change and ensure operational readiness for customers and teammates.Anticipate changes on key operational metrics such as Customer Satisfaction (CSAT), Average Handling Time (AHT), Transfers etc and work with project team to mitigateWork with other GSD support teams to act as a subject matter expert and sign off on training and online help content.Support with operational performance analysis to assess the impact of change, find opportunities for improvement & ability to generate innovative ideas and solutions.Support operational leaders in issues as vital, using those opportunities to improve processesBe a voice of the customer and teammate, to educate and influence other collaboratorsReview performance of topics and channels to recommend process improvement, workflow, content changes.Job Requirements5+ years' experience in a customer experience environmentDepth of knowledge in Sell, commercial, Financial service or regulatory an advantageExperience working in a global role environment, second language a plusHaving people management experience is an advantage as you may lead GSR specialists.Experience managing projects end to endPassionate about customer and teammate experience and how to drive improvementsTech savvy, Excellent understanding of teammate tools, online help content and self-service optionsEffective change management skills and strong collaborative approachStrong data analysis skills, with good problem-solving skillsExcellent presentation and communication skillsProven track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities toward professional growthDedicated, able to work independently and deal with ambiguity form tangible paths to execution.Ability to learn quickly, prioritize numerous tasks, work independently and deliver results in a fast paced and dynamic environment.Please see the for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.eBay 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.
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