Responsibilities

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a Service Insights (SI) Program Manager. The SI team will be responsible for identifying gaps and opportunities by leveraging VOC, VOB analysis capability, and pushing for problem solving by excellent cross function collaboration, product revamping or strategy enhancement. Responsibilities - Drive a comprehensive "Voice of the Customer/Business/Creators" strategy and define methods to align service insights with in-depth user analyses in order to better understand and predict user behavior. - Develop effective intelligence and business insight strategy based on analysis and assessment of customer inputs and satisfaction scores. Present feedback results to leadership teams to reinforce overall drivers of our customer's experience and provide actionable recommendations for improvements. - Create communication and assist in defining the integration processes for service insights into cross-functional action plans; and establish on-going tracking and reporting. - Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment. - Provides innovative and comprehensive solutions to improve customer satisfaction and simplify customer problems with carefully crafted solutions by country/region at global level. - Lead the development of strategy and vision for multiple areas and influence key stakeholders both internally and externally. - Present and report key business outcomes with measurable data and voices from customers to the senior management team to align on executive plans. - Work closely various internal and external teams, e.g. Experience, Governance, Service Delivery, Operational Excellence, Product, teams to ensure project delivery and successful collaboration.

Qualifications

Minimum Qualifications - BA/BS degree or equivalent practical experience. - Experience managing complex data analytics and related business metrics. - Experience working cross-group and cross-level, and with all levels of management. - Experience in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask. Preferred Qualifications - Experience in global service launch especially in new market kickoff. - Passion for customers and effective at designing and implementing experience KPI's and other measures. - Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization. - Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management. - Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives. - Strong ownership and a team player, always focused on delivering results with high standards. - Experience in eCommerce or marketplace platforms.

Job Information