Senior Manager, Customer Experience

1 week ago

Salt Lake City, United States eBay Inc. Full time

At eBay, we're more than a global ecommerce leader - we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're 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. We're 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.

As a seasoned CXM leader dedicated to customer advocacy and skilled in technical measurement, you will integrate customer listening posts within our products and services. This will keep eBay closely connected to customer feedback and enable the transformation of insights into actionable strategies.

This role requires more than just strategic oversight; it demands a proactive, hands-on approach to data analysis, insight generation, storytelling, and the implementation of innovative listening and feedback mechanisms Your ability to meticulously handle details while maintaining a focus on overarching goals is essential for driving eBay's success and improving customer and stakeholder happiness

Key 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.



Qualifications:

* 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



Preferred Qualifications:

* 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



Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico.

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