深圳招聘

This position plays a strategically important role in the development and application of eBay policies, policy enforcement processes, and methodologies to drive operational excellence. The successful candidate must make decisions to effectively minimize fraud and policy violations on eBay while maximizing the growth of the cross border business and ensuring a quality end to end customer experience.

Policy Interpretation
·Handle high profile escalations and make strategic business decisions;
·Develop a reputation for driving customer service and operational excellence by implementing process improvements that reduce handle times, contact volume, and target inefficiencies.

Process Improvement
·Work together with customer support (CS), business unit (BU), and process owners to develop capabilities and competencies in process improvement;
·Ensure that the definition, documentation, measurement, maintenance and ownership of key business processes are clearly defined across the various work streams;
·Identify opportunities for process improvement across the business.

Project Management
·Define, establish, and communicate detailed project plans together with agreed timelines identifying critical milestones, interdependencies, and risks;
·Lead cross-BU and cross-functional project teams, obtain resources as needed to deliver the project goals;
·Update senior management/stakeholders on progress against the plan on a regular basis and escalate issues as required;
·Proactively work to resolve potential conflicts, issues, and risks associated with projects;
·Monitor and follow up with projects post-delivery to ensure all outstanding issues are resolved.

Job Requirements

·Minimum of BA/BS degree;
·Must be fluent in Mandarin and English;
·SQL required;
·Ability to use Excel, PowerPoint, Visio required;
·Experience in process & project management;
·Proven business and analytical skills with a record of delivering results;
·Very strong communication skills: team building, conflict resolution, stakeholder management, negotiation, customer satisfaction, diplomatic, and decision making.

Bachelors Degree Required