The eBay Buyer Protection department is responsible for the newly created eBay protection program. This team is focused on increasing customer loyalty by turning bad experiences into good ones. This role will be responsible for continuous improvement of the program with a special emphasis on seller behavior and sentiment. The role of the Buyer Protection Senior Manager will be:
This position will be mainly focused on the buy side of eBay buyer protection. Ultimately responsible for increasing the buyer NPS of buyers experiencing the new eBay buyer protection program. This will include gathering buyer insights and developing strategies contiuously improve our buyer loyalty. - In this role, you will work very closely with the buyer team and customer support organization; in particular the customer support agents responsible for working CPS claims and interacting with buyers involved in claims. Ability to set targets and deliver results in a fast paced enviroment. This role will also be a key partner with the product organization to ensure that product enhancements represent the needs of the seller experience team It is critical that seller strategy for resolutions is driven by analytics aligned with policy/legal Partnering with relevant cross-functional teams to define and deliver on program initiatives Support other as needed resolutions initiatives
Qualifications:
Bachelors
Experience:
10 years +
Languages:
English : Speak / Write Fluently
Job-Type:
open-ended
Remuneration:
unspecified
Permit Type:
EU National
Region:
London
- BA/BS degree required, preferably with a Business Management focus - 7+ years of program or project management, preferably in the Internet or Retail or eCommerce field - Strong project management skills with an ability to multi-task and manage rapidly changing priorities - Strong analytic skills with a proven aptitude for compiling, communicating, and driving results- Ability to travel regularly (estimated at 50%) - Demonstrated ability to think creatively and innovatively - Fun, highly energetic personality; great team player
