(Sr.) Learning and Development Lead

The Learning and Development Program Lead at eBay is responsible for crafting and delivering tailored learning solutions to business stakeholders. This involves analyzing training needs, designing content, and facilitating sessions to enhance the capabilities of frontline teammates. The role also leads projects promoting a customer-centric mindset, requiring strategic thinking, professionalism, and excellent communication skills to engage diverse audiences and leadership levels. This position ensures alignment with eBay’s Cultural DNA and operational values, fostering global and cross-functional collaboration.

Must Have

• Provide customized learning & development solutions to business stakeholders.
• Align priority and strategy for learning initiatives.
• Analyze training needs and design training content.
• Facilitate training sessions to enhance frontline teammates' capabilities.
• Lead projects and initiatives promoting a customer-centric mindset.
• Demonstrate inclusivity and engage with diverse audiences.
• Communicate effectively with team leaders and managers.
• Represent eBay’s Cultural DNA and operational values.
• Promote global and cross-functional work.
• Collaborate with operations to identify focus category training needs.
• Facilitate comprehensive training programs for customer service skills.
• Measure training effectiveness and generate learning insights.
• Lead regional projects from end to end.
• Implement and streamline work processes for business success.
• Partner with global colleagues for alignment with SOW, Framework, and Playbook.
• Support GCX and AI Adoption & Capability initiatives.
• Implement governance around learning teams.
• Drive and support monthly and quarterly reviews.
• Integrate learning data and insights into actions for continual improvement.
• Promote inclusivity, respecting diverse cultures and backgrounds.
• Engage with eBay Communities for social impact.

Good to Have

• Current training experience and skillset.
• Experience working in a customer service environment, particularly with merchant customers.
• Previous experience in a leadership or mentorship role within a learning and development 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.

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.

Job Summary:

The Learning and Development Program Lead is responsible for providing customized learning & development solutions to business stakeholders by aligning priority and strategy, including analyzing training needs, designing training content, and facilitating training sessions to enhance the capabilities and skillset of our frontline teammates. The role will also lead projects and run some initiatives that promote a customer-centric mindset. This position requires a strategic thinker with a passion for learning and development, professionalism, and excellent communication skills. The role will demonstrate inclusivity and the ability to engage with diverse audiences, effective communication with team leaders, and manager levels. In this role, you will represent eBay’s Cultural DNA and operational values and ensure those are demonstrated in every interaction. This role will help promote global and cross-functional work, avoiding regional or functional silos.

Note: Depending on current experience and qualifications, we would consider a Level 24 for this role. Other APAC locations other than Japan (except China,) will also be considered.

Key Responsibilities:

• Training Needs Analysis and Facilitation:
• Collaborate with the operations team to identify focus category training needs that support frontline teammates in delivering great customer experiences to both meta stone and AG customers. There is potential need to design the Focus Category training content based on the APAC business and customers’ need, but it will be 2-3 training courses at most.
• Facilitate comprehensive training programs that enhance customer service skills and promote a customer-centric mindset.
• Facilitate training with effectiveness and the ability to adjust the delivery method based on different audiences, also understanding how to measure training effectiveness and generate learning insight.
• Project Ownership and Leadership:
• Lead regional projects by aligning organization goals, ensuring successful execution from end to end.
• Implement and streamline work processes to drive business success through global projects and workstreams.
• Global Alignment and Leadership Capability:
• Serve as the go-to person for learning-related queries, partnering with global colleagues to ensure alignment with SOW, Framework, and Playbook expectations.
• Interact comfortably with all levels of leadership, including managers across multiple functions and regions.
• Continuous Improvement Initiatives:
• Support GCX and AI Adoption & Capability initiatives to improve teammate performance and drive transformation.
• Implement governance around learning teams to drive consistent best practices and shorten time to proficiency.
• Data-Driven Insights and Reporting:
• Drive and support monthly and quarterly reviews, proactively reporting on learning initiatives and results.
• Able to integrate learning data and insights into actions for continual improvement.
• Cultural Inclusivity and Engagement:
• Promote inclusivity, respecting diverse cultures and backgrounds of teammates and customers.
• Engage with eBay Communities to further social impact and create an internal culture of value and belonging.

Required Qualifications:

• Bachelor’s degree in education
• Passion for Learning and Development.
• Knows the eBay business and has business acumen, loves to explore how to support customers growth and provide a better customer experience
• Strong analytical skills and the ability to assess training needs.
• Excellent Chinese and English written and oral communication skills.
• Demonstrated ability to lead and facilitate training sessions and projects.
• Experience in coordinating initiatives and collaborating with cross-functional teams.
• Ability to present complex information clearly and effectively.
• Proactive and innovative mindset with strong problem-solving skills.
• Commitment to inclusivity and cultural sensitivity.
• Ability to multi-task and be agile with flexibility when needed
• Open to ongoing learning

Preferred Qualifications:

• Current training experience and skillset
• Experience working in a customer service environment, particularly with merchant customers.
• Previous experience in a leadership or mentorship role within a learning and development team.

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