Manager of Customer Solution Strategy

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

We are seeking a Head of GCX Customer strategy lead to join the Global Customer Experience (GCX) Strategy and Innovation Team. The individual will be responsible for supporting the development of the GCX strategy plans, incorporating the eBay strategic plans and influencing end-to-end customer experiences both inside and outside of GCX.

This role will support the Senior Director for Strategy, Innovation and Business performance, working closely with GCX LT supporting them with the process and structure needed to formulate the strategy for GCX. The successful candidate will be key in supporting the GCX leadership teams driving the strategy formulation, staying abreast of emerging change needs and surface possible future considerations to the leadership team. They will also bring rigorous attention to detail in developing business plans and roadmaps for the organization.

Job Responsibilities

• Establish and align innovation and strategic direction, ensuring oversight across all GCX critical initiatives.
• Providing guidance on global strategy design principles to ensure consistency and consolidation across GCX.
• Be a key source of critical thinking, acting as a business partner champion for strategy. Partner with Operations Leaders, Technology & Shared Service leaders
• Support the development and implementation of the GCX Service, people and wider eBay Strategy
• Incorporating emerging customer and people need, industry trends as well as the broader eBay company goals, customer feedback and insights.
• Be responsible for the external research on consumer, people, technology and innovation trends for GCX.
• Define strategic business requirements and success criteria
• Be responsible for tracking the success of strategic intentions. Defining an iterative process to track the progress and evolution of our strategic ambitions
• Supporting GCX leadership teams with implementing innovation and Strategy into action plans.
• Support and influence leaders with vital prioritizations and resourcing to execute strategic plans
  
  
  

Crucial Job Requirements

• 8 years+ Customer experience, Strategy, Service design or service operations experience
• Strong track record of driving innovation and supporting strategy in dynamic environments
• Ability to engage, develop and manage relationships at all levels
• Ability to influence and lead teams both directly and indirectly
• Excellent presentation skills
• Be able to use data, insight, research and experience to bring clarity to ambiguity.
• Communicating complex technical topics in clear simple terms, both verbally and in writing
• Proven track record in partnering with senior leadership in an operations environment
  
  
  

Advantageous To Have

• Experience working within an e-commerce / Global environment
  
  
  

The pay range for this position at commencement of employment in California, Washington, or New York is expected in the range below.

$126,800 - $187,550

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico.

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.