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  • Manager Customer Experience eBay

Manager Customer Experience eBay

  • 30 May 2013 10:11 AM
    Message # 1305416
    Deleted user

    Apply Online at: www.ebaycareers.com

    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

    Follow the Link to Apply: http://jobs.ebaycareers.com/austin/customer-support/jobid3648179-manager-customer-experience-ebay-jobs

     

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