e2M & PCO Service Readiness Specialist

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.

eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes. eBay Marketplaces operates in 190 markets around the world.

This role 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. This position is full-time and located in North America.

• Responsible for building change management plans for GCX, Marketplaces, and Payments and Compliance Operations projects.
• Understand the impact of new changes to process flows, tools, customer support teammates and customers.
• Ability to manage teams indirectly to carry out change management activities for successful change outcomes
• Effectively and regularly communicate with cross-functional leaders using different mediums to convey changes at a high-level with supporting data.
• 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 best practices.
• 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.
  

• At least 1 years’ experience in a customer service or operations environment, with exposure to working in cross functional teams or projects.
• Success leading a strategic change management function in a service or operations environment.
• Good 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 their colleagues across all business functions and levels.
• Ability to communicate effectively including written and verbal communication skills
• Ability to generate innovative ideas and solutions.
• 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.
  

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

eBay Inc. 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 are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement.

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

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