Operations Service Manager
Operations Service Manager
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Job Description
At eBay were more than a global ecommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. Were committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.
Our customers are our compass authenticity thrives bold ideas are welcome and everyone can bring their unique selves to work every day. Were in this together sustaining the future of our customers our company and our planet.
Join a team of passionate thinkers innovators and dreamers and help us connect people and build communities to create economic opportunity for all.
About the Team and Role
Were looking for an experienced and hands-on Service Manager to lead our Client Service team an eBay this position your main duty will involve ensuring outstanding service delivery for both B2B and B2C channels. Youll handle daily customer service operations resolve high-priority critical issues and drive vendor performanceall while championing continuous improvement and operational excellence. This position is crucial in connecting service outcomes with our overarching business objectives and reports directly to the Head of Operations.
What You Will Accomplish
Lead the day-to-day activities of the Customer Service team ensuring timely effective resolution of client (B2B) and consumer (B2C) inquiries.
Partner with the Head of Operations to develop implement and refine customer service strategies policies and important metrics.
Hire mentor and coach team members to deliver consistent high-quality service in line with Certilogos standards.
Act as the customer concern point for sophisticated issues ensuring swift resolution and root cause analysis.
Track and analyze service data to uncover trends improve processes and enhance the customer experience.
Report on team performance service levels and improvement initiatives to leadership.
Be responsible for vendor service quality ensuring alignment with contractual obligations and eBay/Certilogo compliance standards.
What You Will Bring
Bachelors degree or equivalent experience in Business Administration Logistics Computer Science Engineering or related field.
Demonstrated ability in customer service/operations management ideally within a global or tech-enabled environment.
Validated leadership skills with experience leading service teams across multiple channels or geographies.
Strong communication analytical and conflict-resolution skills.
Expertise with CRM systems (e.g. Jira Zendesk) and customer service analytics tools.
A proactive collaborative attitude with a passion for improving service experiences.
Confirmed experience in IT manufacturing fashion/apparel or product labeling.
Background in team training enablement or organisational change.
Sophisticated understanding of omnichannel service tools and support automation.
Professional certifications (e.g. ITIL Six Sigma COPC or similar) are a strong plus.
Why Join Certilogo
At Certilogo we combine technology fashion and sustainability to bring trust and awareness of the worlds most iconic brands. As part of the eBay family we operate with the agility of a startup and the impact of a global leader. Youll be joining a passionate team committed to innovation excellence and customer success.
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Required Experience:
Manager
Employment Type
Full-Time
