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. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a SOP Program Manager role to be responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability for SSC.

Responsibilities

- Develop service solutions for the service teams under full service model for buyers.

- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.

- Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.

- Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed.

- Effectively manage project and stakeholder meetings, drive discussions to conclusion, and keep programs on track.

- Proactively identify problems and opportunities via case auditing, escalation from internal/external and perform root cause analysis/diagnosis leading to significant impact.

- Collaborate with Chatbot/VOC/Logistics/Payment/Product teams to address the gap in the SOPs, and enhance SOP efficiency. Raise the BRD on demands to improve the agents case handling and better customer experience.