Job Description

About the Team

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. The role is responsible for overseeing overall BPO performance, driving operational excellence and ensuring continuous improvement across processes, tools and people. This includes accountability for key performance metrics such as CSAT, Resolution Rate, Service Level, Handling Time, and Fatal Error, while partnering closely with cross-functional teams to elevate service quality for buyers, sellers and creators.

Responsibilities

- Own overall BPO performance, ensuring all KPIs and service metrics (CSAT, SLA, AHT, Resolution Rate, Fatal Error, etc.) are consistently met.

- Identify performance gaps and partner with the Partner Program Manager and Service Delivery Lead to design and execute structured improvement plans.

- Oversee BPO action plans to drive agent performance, ensuring coaching, training, and performance improvement programs are in place, including escalation to corrective action where required.

- Monitor long-tail, pending, and on-hold cases to ensure timely resolution and minimize impact on customer experience.

- Ensure BPOs have access to accurate dashboards, reports, and raw data to effectively manage agent performance and operations.

- Lead regular strategic and operational reviews with BPO leadership to align priorities, track progress, and address risks.

- Review escalations from in-house teams and provide comprehensive, data-backed feedback to BPO counterparts.

- Collaborate with SOP, QA, Training and System teams to optimize new and existing workflows, ensuring process changes positively impact customer experience.

- Collect, share, and follow up on SOP improvement feedback, ensuring timely communication and execution of corrective measures.

- Support Partner Operations Managers in addressing bug-related issues reported by BPOs, coordinating cross-functional troubleshooting and on-call escalations.

- Partner with internal teams and external stakeholders to identify process improvement opportunities and implement scalable, customer-centric solutions.

- Lead the resolution of customer and stakeholder escalations, working cross-functionally to address root causes and prevent recurrence.

- Support ad-hoc business initiatives and special projects as required, contributing operational expertise and execution support.