Job Description

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 organization. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for an Experience Program Manager role to be responsible for business operations in the experience monetization area to design and oversee the execution of Proactive Service, Service Marketplace, and capture other new business opportunities to enable and support business growth.
Roles & Responsibilities
1. Define new experience operations strategy for initiatives such as proactive service, service marketplace, service and experience standard externalization, category opportunity and leads generation.
2. Manage and prioritize new business opportunities across different markets.
3. Build organizational capabilities for running above operations in the inhouse team and/or outsourced vendor site.
4. Coordinate project meetings, draft agendas, develop presentation materials, coordinate with internal stakeholders on materials, and track decisions, outcomes, and follow-up action items.
5. Collaborate with key business group contacts, project teams and global service contacts to design, develop and implement product and process training programs that support business objectives.
1. BA/BS degree or equivalent practical experience.
2. Minimum 5+ years business experience in service and experience field.
3. Experience in establishing and operating Service Marketplace for e-Commerce.
4. Expertise in project design, communication skills, driving for results and managing changes.
5. Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
6. Able to navigate through ambiguity and a fast-changing environment, proven track record to thrive in a matrix environment.
7. Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
8. Strengths in problem-solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
9. Strong ownership and a team player, always focused on delivering results with high standards.