Sr Manager, Seller Success eBay Live

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About eBay Live

eBay Live is a new way to sell on eBay where sellers and buyers interact live on video. eBay sellers build buyer trust expand their customer base and grow repeat business through consistent and engaging live streams on eBay Live. eBay buyers can view chat ask questions give feedback vote and buy online during eBay Live selling.

About the role

eBay Live is redefining how sellers engage customers through real-time commerce. Were hiring a Senior Manager Seller Success to build and operationalize solutions to reduce friction for our Live Sellers. As an Individual Contributor on the Seller Success team you will operate as an internal consultant parachuting into broken workflows running root-cause analyses and identifying scope of impact before designing and standing up fixes across multiple departments and cross-functional teams. You will build for scale maintain a global perspective and develop clean and repeatable tooling (SOPs dashboards change management plans etc) to ensure process adoption before moving to the next highest-impact problem. Success will be measured by time-to-resolution fix effectiveness adoption at scale and seller outcomes (GMV retention CSAT). As a Senior Manager you will also drive discovery for ambiguous problems design program KPIs and guardrails and make cross-initiative tradeoffs to further the business units overall strategy.

What you will accomplish:

• Develop Seller Strategy: Derive insights from internal and external data sources drive discovery for complex problems and deliver executive-level proposals and project roadmaps outlining issue prioritization resource requirements and project milestones. Support annual planning process evangelizing needs to broader organization.
• Backlog Triage & Portfolio Management: Analyze a list of internal and external friction points in our strategic seller customer journey size the impact of the problems and recommend focus areas for issue resolution.
• Parachute Problem-Solving: Manage large multi-threaded programs end-to-end. Lead short focused engagements on top strategic priorities: map root causes define deliverables and timeframes set and track KPIs identify and assign owners and proactively identify and resolve program blockers.
• Build the Solution: Design the minimum viable fix and the globally scalable end-state across SOPs templates automation/tooling and seller education & comms in accordance with seller strategy (e.g. onboarding assets feature GTM support Help Center content Salesforce workflows). Install structural improvements in process goals and governance practices to remove recurring blockers.
• Operationalize Globally: Stand up programs best practices and trainings across multiple resource models and org designs. Identify and implement process customization to accommodate for geography-specific localization needs. Drive adoption and change management across regions establish light but real governance and complete clean handoffs to steady-state owners.
• Influence & Unblock: Align and negotiate with cross-functional stakeholders including Category Management Account Management Global Customer Success Product Legal Product Marketing and Finance teams. Surface risks early drive mitigation and keep highly matrixed teams focused on value delivery.
• Measure & Learn: Define KPIs tests and track measures of success for all initiatives. Build instrument dashboards run tests where feasible publish ROI readouts and feed insights into the Seller Success roadmap.
• Drive Seller Success: Keep the eBay Live Seller at the core of our work. Proactively identify opportunities to increase seller effectiveness by developing and implementing strategies to increase their Gross Merchandise Value streaming hours and other measures of success.

What you will bring:

• 79 years in Strategy & Operations program delivery or consulting-style roles with building scaling and managing complex cross-functional programs
• Self-starter with a proven track record of developing strategy managing dependencies influencing executive-level leaders and driving ownership across cross-functional teams
• Strategic thinking capabilities including the ability to share insights to inform business planning initiatives develop cross-functional frameworks for success and build cases for investment
• Strong analytical skills a proven track record of translating insights into actionable strategic plans and demonstrable experience of innovative problem-solving at scale
• Excellent organizational communication and interpersonal skills including the ability to succinctly communicate complex problems to executive audiences quantify issues and impact and develop well thought-through resource asks and potential solutions
• A dynamic proactive approach an ability to create clarity out of ambiguity and the desire to work in a fast-paced evolving environment
• Nice to Haves: MBA or similar relevant experience marketplace or live/creator commerce experience and/or customer enablement experience within e-commerce

The base pay range for this position is expected in the range below:

Base pay offered may vary depending on multiple individualized factors including location skills and experience. The total compensation package for this position may also include other elements including a target bonus and restricted stock units (as applicable) in addition to a full range of medical financial and/or other benefits (including 401(k) eligibility and various paid time off benefits such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired employees will be in an at-will position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time including for reasons related to individual performance Company or individual department/team performance and market factors.

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