Manager, GC Service Delivery
eBay
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇲🇾 Malaysia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead a Customer Experience organization responsible for customers and employees in Greater China.
- Responsible for listening to customer needs, synthesizing, and developing a strategy for improved business performance.
- Manage product, policy, or process changes for customer and team readiness.
- Improve Customer Satisfaction Scores through frontline teammate development, process improvement, and tool development.
- Partner with Business Units to implement improvements for customers.
- Passion for the training and development of each employee.
- Improve overall employee satisfaction scores and reduce attrition rates.
- Develop direct reports to thrive in their roles.
- Inspire and motivate peers globally while leading change.
Requirements
- 5 years + operational leadership experience in a customer service or e-commerce industry.
- Bachelor degree and above.
- Proficient in both English and Mandarin including reading and writing.
- Rich experience in global and cross-functional organizations
- 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 high growth business
- Process/operational improvement background (Six Sigma/Lean certifications) in transaction business is desired.
Benefits
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operational leadershipcustomer servicee-commerceprocess improvementtransaction businessSix SigmaLean
Soft skills
customer centric service philosophyemployee developmentinspirationmotivationcross-functional collaboration
Certifications
Bachelor degreeSix Sigma certificationLean certification