Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you're interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay - a company you can be proud to be with.

• Proactively identify difficulties, opportunities, and product solves for Customer Service Technology Operations (CSTech Ops).
• Analyze data & monitor reporting & KPI's to enhance product and platform performance within CSTech Ops. Provide analysis and recommendations to leadership.
• Drive CSTech Ops projects to completion end to end. Drive multi-functional team to complete project tasks assigned for the project. Hold regular updates, report out on status and risks.
• Assist multi-functional team to remove roadblocks for project implementation.
• Develop Requirements Documents.
• Evaluate and implement opportunities for automation of CSTech Ops functions based on business cases.
• Analyze, recommend, and drive implementation of improvements to systems used by CSTech Ops. Including, but not limited to, ticketing systems, reporting systems, bug workflows, knowledge base, config tool, and automation services.
• Collaborate with Product Managers, BSAs, Architects and Engineers to design and develop enterprise level solutions for CSTech Ops.
• Provide onboarding for CSTech and Dev teams into CSTech Ops functions.
• Provide onboarding support for L1 & L2 teams when standing up new processes or tech solutions.
• For approved CSTech Ops projects, lead implementation by gathering requirements and leading the implementation through design, development, integration, test, documentation, and monitoring phases.
• Provide read outs of performance of CSTech Ops functions and project updates to leadership and business partners regularly. Written and verbal updates.
• Provide troubleshooting and resolution for complex implementation issues.
• Provide evaluation of tools & services, providing recommendations to leadership for new project requests on the preferred approach based on analysis.
• Review process flows and customer input flows to identify and implement improvements.
• Track user errors and quality standards within CSTech Ops functions. Provide analysis and reporting on gaps and improvements. Lead implementation of improvements if projects are approved.
• Partner with business customers at all levels to assess, refine and drive appropriate technology solutions.
• Create appropriate documentation and knowledge base articles.
• Work with developers & QA teams to manage sprints and perform Release Management tasks.
• Work with in-house reporting and analytics teams to develop/enhance metrics, interpret results, and present recommendations to management.
• Manage multiple projects of varying size and technical complexity.
• Effectively communicate and educate the key partners including GCX and CTP on Tech Ops solutions and updates.
• Research, troubleshoot, and resolve technology issues in a timely manner.
• Collaborate with Training, Support, Product Management, Product Development, internal and 3rd party vendors and other eBay teams to facilitate change and success.
• Provide monitoring and control analysis after implementation of new processes or projects.
• Communicate with internal technology and business owners to collect drivers and deadlines for delivering changes to the eBay technology environment.
• Support relationships with GCX, CTP, and Technology teams.

Qualifications

• Bachelor's degree plus 3+years of systems analyst.
• Good troubleshooting and analysis skills are a must.
• Expertise in Visio, JIRA, BMC, & ServiceNow.
• Ability to communicate verbally and in writing clearly and succinctly, complex design and technical issues, as well as business and product specifications
• Good problem-solving skills and ability to develop innovative solutions to complex problems.
• Ability to work with multi-functional teams, get results, track progress, and report out to leadership on status updates.
• Ability to work independently to provide recommendations on analysis to management.
• Extensive experience in contact center operations, contact center technologies, and contact center strategies.
• The role requires good interpersonal communication (written, verbal, and technical). Presentation skills.
• The candidate should be keen to work in a diverse and multicultural global environment.
• A proven background in technical BSA (preferably with customer support organizations) and project management throughout the product life cycle is important.
• You will be able to tackle problems and propose innovative ideas and solutions to help achieve stability and a scalable partner program. Flexibility and adaptability will be a key skill and you will use this to fit the needs of projects, making progress despite ambiguity. Working across group boundaries and forging cross-functional relationships will come naturally to you to help deliver.
• Outstanding analytical, interpersonal, communication, presentation, negotiation, and problem-solving skills are a must. The ability to communicate clearly and succinctly verbally and in writing on complex design and technical issues, as well as business and product specifications are required.

Benefits are an essential part of your total compensation for the work you do every day. Whether you're single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn't just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay's Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

eBay Inc. 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 are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement

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