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Social Media and Specialty Sr Manager

Company: eBay
Location: Draper
Posted on: November 20, 2020

Job Description:

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.

Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If youre interested in joining a purpose driven community that is dedicated to creating a results-oriented and inclusive work environment, join eBay a company you can be proud to be a part of.About the team:At the core of everything we do, we ensure that eBays customers are front-and-center in all our strategic decisions and that we execute our plans with our customers as our most important priority. The team is comprised of Global Customer Service (GCX), Global Trust, and Global Security and Resiliency organizations, and our Workplace Resources (WPR) function responsible for eBays facilities around the world.Job DescriptionThe Manager of our Specialty Services Team is a key member of the Customer Service leadership team. This position will have direct leadership over teams who provide a variety of specialized services, including social media channels to our customers. This person will be responsible and have the attributes to perform in the following key areas: A Customer Centric thought process with the ability to listen to customer needs, synthesize, and develop a strategy for improved business performance. Excellence at deploying product, policy, or process change to ensure our customers and front-line teammates are prepared and successful. Experience improving Customer Satisfaction and Promoter Scores through improvement in front line teammate development, process improvement, and tool development. Partner with Business Units around the world to implement improvements for our customers, in an effective, productive and collaborative way. Passion for Employee Development of each employee, with a focus on Leadership development and mentorship of their leadership team. Improve overall employee satisfaction scores, along with a strong focus on employee retention and attrition rates. Intense focus on developing Direct Reports and enabling them to thrive. Passion for challenging the status quo, and take appropriate risks. Lead change in ways that empower and inspire others. Diversity of thought and people centric leadership style is a requirement. This person will have experience in leading and managing large customer service team, with a strong focus on the Customer Experience, Employee Experience and Contact Center Operations. Experience in the eCommerce industry is desired.

A blend of the following should be in your background:


  • At least 5 years + of strategic and operational leadership experience in a customer service environment
  • Experience in delivering customer support through multiple contact channels, including e-mail, chat, and phone is helpful and social media channels preferred
  • Excellent customer centric service philosophy and understanding of the challenges in providing a world-class customer experience while controlling costs in a growth environment.
  • A successful track record in achieving and exceeding customer service goals in a fast-growing business.
  • Experience in building strong teams, with driving the customer and employee experience


    Benefits:Benefits are an essential part of your total compensation for the work you do every day. Whether youre 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.

    We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isnt 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/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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Keywords: eBay, Draper , Social Media and Specialty Sr Manager, Advertising , Draper, Utah

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