Responsibilities
Global E-commerce's Governance and Experience (GNE) team is committed to building a safe, trusted, and high-quality platform for users, sellers, and creators. Within GNE, the Service and Support Center (SSC) is responsible for designing and delivering We are seeking a Service Planning and Readiness Program Manager to support the localization, rollout, and continuous improvement of global service strategies. This role acts as the connector between global teams and regional markets, ensuring that SOPs are adopted effectively, local feedback is captured and shared, and go-to-market (GTM) plans are executed smoothly. The ideal candidate is highly organized, detail-oriented, and comfortable working in fast-paced, cross-functional environments. strategies that ensure operational excellence and superior user experience.
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Responsibilities
- Support the implementation of global service strategies and SOPs across local markets by driving execution, tracking milestones, and resolving blockers.
- Act as the communication bridge between global and regional teams, capturing local insights and surfacing improvement needs or localization requirements.
- Manage GTM readiness and rollout for service features, coordinating with PE, Ops, Product, and regional stakeholders to ensure smooth launches.
- Identify differences or operational gaps in local markets and help drive appropriate adjustments to maintain global consistency.
- Lead or support cross-functional projects and manage known service defects by coordinating issue resolution and progress tracking.
Qualifications
Minimum Qualifications:
- 1-3 years of experience in service operations, project management, or program coordination, preferably in a global or regional capacity.
- Experience supporting SOP implementation, service rollout, or GTM processes across markets or business units.
- Strong organizational skills, with the ability to manage timelines, track deliverables, and coordinate stakeholders effectively.
- Excellent communication skills, both written and verbal; capable of distilling complex issues into actionable updates.
- Bachelor's degree in Business, Operations, Project Management, or a related field preferred.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $77968 - $101333 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.