FAQs
What is the primary focus of the Senior Manager, Customer Experience role at eBay?
The primary focus of this role is to drive customer experience management initiatives, integrating customer feedback into actionable strategies to enhance customer advocacy and satisfaction.
What qualifications are required for the position?
The position requires 10+ years of experience in Customer Experience or Voice of the Customer program management, expertise in implementing CXM programs, knowledge of customer experience software, and experience in leading teams.
What platforms or tools should candidates be familiar with?
Candidates should have proficiency with CXM platforms like Qualtrics and knowledge of other customer experience software and tools, such as Medallia.
Will the role involve team leadership?
Yes, the role involves leading and developing a team of 3 or more Customer Experience Management (CXM) individuals.
Is experience with customer surveys important for this position?
Yes, experience in designing surveys for CX/VoC programs, including both transactional and relationship surveys, is important for this role.
What are the preferred qualifications for candidates?
Preferred qualifications include a degree in Management, Business, Marketing, Economics, experience with Qualtrics solutions, customer experience management certifications, and customer journey mapping experience.
How does eBay view diverse applicants?
eBay is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, disability, or other legally protected status.
What kind of approach is expected from the Senior Manager in terms of data analysis?
A proactive, hands-on approach to data analysis, insight generation, and storytelling is essential for this role to drive eBay's success and improve customer and stakeholder happiness.
Is customer journey mapping relevant for this position?
Yes, customer journey mapping experience is listed as a preferred qualification, emphasizing its relevance to understanding and improving the overall customer experience.
How does eBay handle personal data collected from applicants?
eBay handles personal data as outlined in their Talent Privacy Notice, ensuring compliance with regulations and protecting applicant information.