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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Roles & 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.
- Support 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.
- Support cross-functional projects and manage known service defects by coordinating issue resolution and progress tracking.
Qualifications
Minimum Qualifications:
- Bachelor's degree in Business, Operations, Project Management, or a related field preferred.
- Proficiency in English and Spanish is required for the role.
- 0-3 years of experience in service operations, project management, or program coordination, preferably in a global or regional capacity.
- 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.
Preferred Qualification:
- Experience supporting SOP implementation, service rollout, or GTM processes across markets or business units.