Job Description

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 Angel On Call Program Manager drive continuous improvement together with cross functional teams.

Responsibilities:

- Lead strategic programs focused on scaling and transforming the Angel On Call support model through AI-driven solutions, workflow optimization, and governance enhancements.

- Partner closely with Product, Governance, Policy, and BizOps stakeholders to design scalable support mechanisms that improve how Account Managers (AMs) interpret and apply platform policies, handle violations, and navigate appeals processes.

- Drive the development and implementation of AI-powered support capabilities, including chatbot solutions, policy guidance tools, automated workflows, and knowledge management systems to reduce dependency on manual case handling and improve operational efficiency.

- Analyze high-volume AOC case trends and identify opportunities to improve policy clarity, automate repetitive inquiries, and generate actionable insights that enhance the overall support experience for internal stakeholders.

- Establish scalable processes and operating models that balance AI-enabled support with human escalation paths, defining clear frameworks for when chatbot guidance versus human intervention is required.

-Collaborate with Governance and Policy teams to continuously refine policies, improve operational consistency, and ensure policy interpretation aligns across support channels and business teams.

- Define and track program-level OKRs and operational metrics related to automation adoption, case deflection, escalation reduction, policy accuracy, satisfaction, and support effectiveness.

- Deliver data-driven insights and recommendations to leadership on operational pain points, policy gaps, support trends, and opportunities for AI-enabled process improvements.

- Lead change management initiatives associated with new tools, workflows, and support models, ensuring successful adoption across global stakeholder groups.