The Manager will lead the Community Support team located in Austin, Texas.
As a key member of the Customer Experience leadership team, this person will be expected to:
- Develop and deliver the strategic plan for Customer Support in line with anticipated business growth and existing global CS strategies, and input to said strategy
· Play a key leadership role in providing world-class global customer service, enhancing current customer’s experience as well as attracting new customers to the eBay website
· Align CS strategy and plans the North America region
· Appropriately leverage technology and process improvements to achieve continuous and sustainable improvements in effectiveness and efficiency
· Design and implement new methods of customer contact and care
· Ensure the safety and security of the world’s largest eCommerce platform
· Evaluate and appropriately implement an outsourcing strategy that builds flexibility and cost leverage.
· Creating the ebay culture in Austn that focuses on creating experiences our Customers love.
Key Responsibilities:
Leadership:
· To develop and ensure the organization has the competencies and capabilities to support eBay’s expanding eCommerce platform.
· To align closely with the International CS teams to ensure consistency and best practice sharing where appropriate
· Leader across lines of business, Top Customer Care, Trust & Safety, Buyer Protection, etc.
Customer Support:
· Manage day to day customer support operations for Community Support
· Establish and monitor key performance indicators and make course corrections as needed to meet customer demand
· Monitor and drive solutions to address top contact drivers; partner with business and product teams to mitigate customer impact
Strategy:
· To harness the power of the eBay community to realize the platform’s fullest potential and execute the plan to transition eBay’s CS platform to become a key revenue source for the business
· To provide insight and direction relative to market opportunities, business trends and competition while balancing resource investment
Quality Assurance:
· To explore and implement new methods of interaction with customers, improve user access to assistance and expand the opportunities for self-help, whilst maintaining / improving appropriate customer satisfaction metrics
· To ensure that global measurements are in place to track / monitor customer satisfaction and cost effectiveness
Job Requirements
This position could be a level 25, 26 or level 27 depending on experience**
The ideal candidate will be experienced in leading and managing a customer support team. Time spent in a contact center industry or ecommerce would be a real and valued bonus. He/she should have managed teams, similar in scale, across multiple markets.
The ideal candidate will have a blend of the following in their background:
· 10 years + of operational and managerial experience
· Proven ability to lead a large team in customer service and support, by providing clear direction and objectives to multi-national teams, as well as inspiring them to take on new challenges and exceed expectations
· Experience in delivering customer support through multiple contact channels, including e-mail, chat and phone is highly desirable.
· Experience in delivering customer support for an eCommerce company.
· Excellent service philosophy and understanding of the challenges in providing a superior customer experience while controlling costs in a growth environment.
· A successful track record in achieving and exceeding operational goals in a high growth eCommerce business
· Demonstrated accomplishments in improving business operations and implementing quality driven initiatives.
Education
Bachelors Degree or Equivalent
Shift
Varies