Sr Progm Mngr-AuthOps-Luxury/Collectbls

JOB DESCRIPTION

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.

The Team

With innovative and exciting operational initiatives, the Authentication Operations team is a fast-paced and passion-filled team to be a part of. This team has successfully launched watches, handbags, sneakers, trading cards and jewelry authentication in the US, Canada, Australia, the United Kingdom, Germany, and Japan. We are a group of diverse skillsets who make a complete business unit and are seeking a program manager to lead part of our authentication business.

Responsibilities

You will be joining as a Senior Program Manager- Luxury/ Collectibles for the Authenticity Guarantee operations team at eBay. This new business will require project tracking for enhancements and releases, as well as ongoing management of business metrics and performance. You are analytical, organized and extremely detail oriented. Weekly status updates, business reporting on metrics, and developing and driving business initiatives are all areas you excel and can add value immediately.

The Job

• Lead the global program management of a category/ categories of Authenticity Guarantee (AG)

• Drive to increasing the CSAT (customer satisfaction) score for your area of ownership

• Become the SME (subject matter expert) in your area of ownership

• Be the main POC (point of contact) for your site area of ownership and Ebay core teams

• Drive continuous improvement initiatives to deliver target customer satisfaction goal

• Document, audit and maintain up to date program SOP’s (standard operation procedures)

• Perform vendor PO invoicing and reconciling

• Perform regular analysis on key metrics and execute on actionable findings

• Advocate for customer and site improvements to the AG program and execute through delivery by partnering with teams and vendors or sites

• Own project plan to keep teams and counterparts on target for all deliverables

• Share detailed, weekly status updates using organized and professional formats and Gantt charts

• Build out operation and partnership strategies for program expansion by analyzing opportunities and seeking leadership approval

• Facilitate feature enhancement rollouts by working with product and business teams from concept to launch and ongoing maintenance

• Manage multiple work streams and projects in a fast-moving environment by liaising with cross functional partners such as: the business team, shipping, product, GCX, marketing, strategic partnerships and more

• Report on performance metrics and analytics of program on a weekly basis

• Budget forecast, track, & reconcile costs – analytical and Excel skills required

• Host meetings with cross functional partners and (separately) the vendor to recap performance and identify process improvements

• Regular trouble shooting with vendors and cross functional teams to identify solutions as topics arise

• Review customer sentiment and make changes to program as needed

• Industry experience or enthusiast for watches, handbags, or trading cards

• Competitive analysis to drive best in class experience

• Will travel to vendors regularly (~25% for first 6 months, reducing to every other month)

Qualifications

• 7+ years in project management or program management

• San Jose based, 3 days/ week in person

• Experience working in similar business model including B2, marketplace, e-commerce, auction house or other

• Product exposure

• Highly proficient in advanced Excel required with strong attention to detail

• A generalist who can flex and deliver on evolving business needs

• Analytical

• Executive presentation skills including creating professional Powerpoints regularly

• Experience analyzing business metrics and reporting out weekly on performance using common metrics

• Agility, comfort with changing/ evolving direction

• Strong communication cross functionally is critical

• Ability to work independently to achieve goals on time

• Time management/ sense of urgency

• Ability to hold others accountable

• Extremely detail oriented and organized

• Follow through

• Change management

• Authentication and/ or operations experience (nice to have)

• People management (nice to have)

• Product exposure (nice to have)

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.

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.

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