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eBay Buyer Protect & Resolutions Manager in Draper, Utah

Looking for a global commerce leader where you can craft how the world buys, sells, and gives? You’ll be supported in challenging convention, taking risks, and innovating. eBay has a work culture that’s been genuinely committed to diversity and inclusion since its founding more than 20 years ago. Where you can just be yourself, do your best work, and have a meaningful impact on people across the globe? We are looking for people with drive, ideas, and a passion for helping small businesses succeed to help craft the future of eBay—does this sound like you? If so, we’d love to talk to you.

The team:

The Customer Resolutions team leads a range of programs aimed at ensuring that the millions of buyers and sellers engage and transact on eBay with confidence. eBay expects that sellers and buyers both deliver and receive customer experiences that meet or exceed retail standards. This includes setting the strategy, plans, and guidelines to develop outstanding post-transaction experiences for our customers worldwide.

The role:

We are looking for a skilled business manager who will define the strategy for delivering our Buyer Protection program focused on delivering trust and driving conversion.

This is a hands-on position where you will be actively managing the KPIs of the program, setting policy, prioritizing the roadmap and working closely with cross-functional partners in legal and product to develop the best overall customer experience.

Responsibilities include collaborating with regions and product teams to define business requirements, deep-diving with analytics to measure business impact and finding opportunity gaps which need to be addressed and operationalizing with customer service and policy teams.

You will:

  • Define, improve and execute on the customer experience for the eBay Money Back Guarantee Program.

  • Prioritize, develop and launch continuous improvements which seek to deliver customer and business value

  • Influence product, customer service, marketing, legal, and analytics teams to ramp these experiences while delivering on metrics

  • Collaborate with Risk, compliance and finance to ensure appropriate controls are in place for regional losses and budgets

  • Present program outcomes and opportunities to senior leadership

Skills and Experience

  • Demonstration of crafting strategy and alignment across matrixed organizations

  • Experience in creating customer experience change in online or retail businesses

  • Strong background in analytics with demonstrable experience in ability to utilize research to make data-driven decisions.

  • Ability to simultaneously manage multiple partners and work towards business decisions

  • Commit to results: biased toward action, great collaborator and master simplifier. Constantly crafting clarity and delivery.

  • Proven influencing skills, with a track record of enabling people to achieve more than they thought possible

  • Be a strategic executor: able to understand what needs to be done, build alignment cross-functionally to make it the reality

  • Able to balance attention to detail with swift execution: we need to do things quickly, and we need to do them well.

  • Bachelor’s degree (graduate degree preferred) from a major educational institution is required.

We love creating opportunities for others by connecting people from a diverse group of 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 our Diversity & Inclusion click here: https://www.ebayinc.com/our-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.

For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement

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