Manager, GC Service Delivery team

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. The Manager, Customer Service Delivery will lead a Customer Experience organization responsible for customers and employees in Greater China and supporting the global business. As a key member of the Customer Service Delivery leadership team, this person will be responsible for customer development, employee development, and leadership within the organization.

Must Have

• Lead a Customer Experience organization responsible for customers and employees in Greater China.
• Customer Centric thought process with the ability to listen to customer needs, synthesize, and develop a strategy.
• Excellence at deploying product, policy, or process change.
• Experience improving Customer Satisfaction Scores.
• Partner with Business Units to implement improvements for customers.
• Passion for the training and development of each employee.
• Improve overall employee satisfaction scores and attrition rates.
• Intense focus on developing Direct Reports.
• Experience in leading and managing large customer service teams.
• Bachelor degree and above.
• 5+ years operational leadership experience in a customer service or e-commerce industry.
• 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 challenges.
• Successful track record in achieving and exceeding customer service goals.

Good to Have

• Experience in a contact center and/or ecommerce industry.
• Process/operational improvement background (Six Sigma/Lean certifications) in transaction business.

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.

Primary Job Responsibilities

The Manager, Customer Service Delivery will lead a Customer Experience organization responsible for customers and employees in Greater China and supporting the global business. As a key member of the Customer Service Delivery leadership team, this person will be responsible and have the attributes to perform in the following key areas

Customer Development

• 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 Scores through improvement in front line teammate development, process improvement, and tool development.
• Partner with Business Units to implement improvements for our customers.

Employee Development

• Passion for the training and development of each employee.
• Improve overall employee satisfaction scores and improve overall attrition rates Intense focus on developing Direct Reports and enabling them to thrive.

Leadership

• Passion for challenging the status quo, take appropriate risks, and be provocative
• Excellent influence and engagement with peers around the world, and have the ability to work with Business Units in an effective and productive way
• Lead change in ways that motivate and inspire others.

Job Requirements

This person must have experience in leading and managing large customer service teams. Experience in a contact center and/or ecommerce industry is desired. The ideal candidate will have a blend of the following in their background:

• Bachelor degree and above.
• 5 years + operational leadership experience in a customer service or e-commerce industry.
• 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.

Please see the Talent Privacy Notice

for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.

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.

The eBay Jobs website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center

for more information.