E-Commerce Launch Service Delivery Lead
1d ago


E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators.

We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team is part of the GNE organization.

Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for a country / hub service delivery role to lead a diverse team of service workforce which focuses on supporting our customers and sellers through the whole e-commerce journey, from pre-purchase, purchase, and post-sales.

We are open to hiring for this position in the Philippines.Roles & Responsibilities- Lead country or hub level Tier 2 teams, Quality Assurance and Training roles on day-to-day basis and drive continuous improvement together with all internal functions by leveraging all available resources.

  • Build and ensure a high-performing customer service team that will deliver operational excellence to our end users.- Define success metrics and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.
  • Proactively seek solutions to improve operational efficiency and quality by working with product, operation, and policy teams.
  • Implement best practices, set up process and policies to cover dispute process and make sure service policies are in line with each region's customer demand and local regulations.
  • Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both user facing processes and agent facing tools and systems.
  • Identify training needs and work with all functional teams to deploy training for the tier 2 staff, as well as extend the training to BPO tier 1 to empower the tier 1 team as appropriate.
  • Qualifications

    Qualifications- BA / BS degree or equivalent practical experience.- 2+ years managing global teams and 5+ years of management experience in Customer Service management role.

  • Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
  • Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.- Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.
  • Experience in eCommerce or marketplace platform is a plus.- Bilingual or multilingual is highly preferred but not required.
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