Job Description

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 (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 regional/country service delivery leader to manage our service delivery on a day-to-day basis and drive continuous improvement together with inhouse teams and BPO suppliers.

Roles & Responsibilities

- Work with BPO suppliers to ensure a high performing Tier 1 team to provide world-class services to customers, sellers and creators. Make sure all Tier 1 hiring needs are met and front-line service quality meets our targets.

- Build and ensure a high performing Service-Resolution team that will deliver operational excellence by providing timely support to Tier 1 BPO operations team, thus to external customers, sellers and creators.

- In terms of Seller Support, build teams to solve seller and customer disputes by following platform rules, answer seller inquiries and conduct seller education programs to help with seller success.

- Define success metrics and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.

- Go-to-market readiness: working with our Regional Solutions to ensure global-SOP are aligned with Country/Regional regulations, ensuring our BPO operations have a workable solution that resolves our Buyers, Sellers or Creator issues - first time.

- BPO Quality: Identify through AI-Audit insights coaching opportunities, holding our BPO accountable to coach their people to elevate their quality to deliver exceptional resolution to our customers' issues.

- Identify training needs for both BPO sites as well as all inhouse roles to make sure all positions can receive necessary knowledge and tools to perform their jobs.

- Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both customer facing processes and agent facing tools and systems.

- As a people manager to ensure proper staffing and contingency plans are in place, and provide consistent performance through normal business, seasonality, and new product introduction peaks.

- Work with senior leadership and internal peer groups on continuous improvement projects targeted at improving the customer/seller experience.