Job Description

About the Team:

Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality.

As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Arbitration Program Manager, which will be responsible on analyzing dispute problems, supporting the design of policies and service strategies, and improving the overall experience for both buyers and sellers on the platform.

Responsibilities:

- Analyze data and review user and merchant feedback to help identify common issues in platform disputes and support the team in improving processes.

- Assist in documenting and improving after-sales dispute guidelines and service workflows across different scenarios and categories.

- Support efforts to improve the overall platform experience by helping review policies, tracking feedback, and coordinating with cross-functional teams such as Product and Operations.

- Monitor key business metrics, flag potential issues or unusual trends, and assist in tracking follow-up actions and improvements.