Responsibilities
Description
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. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. The Service Delivery team is looking for a Service Insights (SI) Program Manager. The SI team will be responsible for identifying gaps and opportunities by leveraging VOC, VOB analysis capability, and pushing for problem solving by excellent cross function collaboration, product revamping or strategy enhancement. This Program Manager also handles training and implementation with BPO teams to play a critical role in translating operational insights into scalable improvements. This role bridges process, quality, and enablement.
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Roles & Responsibilities
- Drive a comprehensive "Voice of the Customer" strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behavior.
- Develop effective intelligence and business insight strategy based on analysis and assessment of customer inputs and satisfaction scores. Present feedback results to leadership teams to reinforce overall drivers of our customer's experience and provide actionable recommendations for improvements.
- Create communication and assist in defining the integration processes for customer insights into cross-functional action plans; and establish on-going tracking and reporting.
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
- Provides innovative and comprehensive solutions to improve customer satisfaction and simplify customer problems with carefully crafted solutions by country/region at global level.
- Lead the development of strategy and vision for multiple areas and influence key stakeholders both internally and externally.
- Present and report key business outcomes with measurable data and voices from customers to the senior management team to align with executive plans.
- Work closely with various internal and external teams, e.g. Experience, Governance, Moderation, Operational Excellence, Product, teams to ensure project delivery and successful collaboration.
Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Minimum 3+ years business experience in service and experience field.
- Proficiency in English and Portuguese is required for the role.
- Demonstrate the ability to balance user experience and business growth, while driving the planning and execution of initiatives across a global organization.
- Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.
- Proven experience managing complex data analytics and related business metrics.
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions.
Preferred Qualifications:
- Experience in global service launches, especially in new market kickoff.
- Experience in eCommerce or marketplace platforms.
- Skilled in problem-solving, issue resolution, multitasking, and meeting tight deadlines with strong attention to detail.
- Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.
- Results-driven team player with strong ownership and high standards.