Senior Manager, Customer Experience

eBay

Jan 12

Applications are closed

Job
Full-time
Expert Level
Customer Relations
Product
Toronto

Requirements

10+ years of experience in Customer Experience or Voice of the Customer program management, customer success, or similar roles
Proven experience in implementing CXM programs, infrastructure, processes, and technology, including proficiency with CXM platforms like Qualtrics
Proven success in owning program strategy and delivering end-to-end solutions
Knowledge of customer experience software and tools (e.g. Medallia, Qualtrics)
Knowledge of CX and VoC best practices and metrics (NPS, CSAT, CES, etc.)
Experience designing surveys for CX/VoC programs, including transactional and relationship surveys
Strong capability in leveraging data-driven insights to guide strategic discussions
Experience leading and developing teams of 3+ CXM individuals
A track record of defining program requirements and completing defined roadmap
Degree or equivalent experience in Management, Business, Marketing, Economics, or a related field of study
Experience working with Qualtrics solutions / Qualtrics certifications
Experience working in an omni-channel CX team passionate about the entire customer journey
Customer experience management certifications
Customer journey mapping experience

Responsibilities

Initiate and deliver the CX team’s key strategic efforts to mature the program and expand insight collection capabilities, including the development of short and long-term engagements.
Define and drive the implementation of CXM initiatives in alignment with the overall strategy, collaborating closely with cross-functional teams and external vendors to ensure timely and successful delivery.
Develop, maintain, and optimize robust listening post strategies and feedback gathering practices using eBay's CXM platform to its full potential.
Design, implement, and improve surveys and CXM programs for new and existing listening posts.
Collaborate closely with business partners to set objectives, define success metrics, and build delivery roadmaps for CXM initiatives, ensuring partner accountability and effective program governance.
Employ industry standard processes to lead strategic discussions with business teams, advocating for improved listening strategies and practices that advise decision-making processes.
Handle and optimize our CX management platform for efficient data collection, analysis, and reporting.
Lead all aspects of vendor relationships, coordinating efforts across teams and acting as a liaison between external and internal partners to facilitate flawless teamwork.

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.

eBay

We connect people and build communities to create economic opportunity for all.

Technology

Industry

10,001+

Employees

1995

Founded Year

Mission & Purpose

eBay is a globally recognized e-commerce platform that has transformed the way people engage in online buying and selling. With a vast marketplace, eBay connects millions of buyers and sellers worldwide, providing them with a seamless and dynamic platform to trade a wide range of products. The platform empowers individuals and businesses to monetize their assets, expand their reach, and discover unique items. eBay is committed to fostering a sense of community, trust, and convenience, making it easier for entrepreneurs to succeed and customers to find exactly what they're looking for. As a leader in the e-commerce industry, eBay continues to shape the future of online trade, connecting people across borders, and driving economic opportunities on a global scale.