Service Design Specialist

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.

This Service Readiness Specialist will help implement organizational change for eBay marketplace and payments initiatives, with emphasis on eBay to Member (E2M) and Payments & Compliance Operations (PCO) processes. This person should be passionate about the customer, an efficient self-starter with an ability to operate effectively in a fast-paced, constantly evolving environment.

Key responsibilities

• Responsible for building change management plans for GCX, Marketplaces, and Payments and Compliance Operations projects.
• Understand and evaluate the impact of new changes to process flows, tools, customer support teammates and customers.
• Ability to lead teams directly or indirectly to carry out change management activities for successful change outcomes.
• Collaborate with cross-functional teams, including Product Development, Compliance, Risk Management, CSTech, and Customer Support, to align service readiness initiatives with business objectives.
• Represent the voice of the customer and teammates on key process/policy changes.
• Generate innovative ideas and solutions to improve member and teammate experience by reducing friction, eliminating contacts, and improving variances in teammate performance on metrics.
• Continuous monitoring and assessment of the end-to-end customer journey with respect to customer experience improvements by data analysis, gathering internal insights and external standard processes.
• Consistently supervise and report on project status including calling out roadblocks when vital.
• Independent problem solving and decision making grounded in insights, facts and aligned with the strategic priorities of the program.
• Learn quickly and continuously, enjoy working independently and have the proven track record to manage multiple changes at once and work under pressure in a busy environment.

Job Requirements

• This is Global position working anywhere where eBay is located.
• Three or more years’ experience in a customer service or operations environment, with exposure to working in cross functional teams or projects.
• Experience with either Payments Operations or Compliance Operations is required.
• Success leading a strategic change management function in a service environment.
• Strong data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problems.
• Demonstrates understanding and creativity in the use of technology to enable business improvements.
• Ability to collaborate with colleagues across all business functions and levels.
• Ability to communicate effectively including written and verbal communication skills.
• Ability to learn quickly and to work independently and under pressure in a busy environment.
• Working knowledge of contact center functions, including online, IVR, and self-service functions or Compliance Operations functions.
• Positive attitude and ability to be a great teammate.
• Flexibility to work early morning and/or late afternoon and evening hours in order to be able to attend meetings with global collaborators during cross-over time.

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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. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico.

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