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Program Manager, Auth Operations-fashion

4 months ago

New York, United States eBay 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.

**The Team**

With innovative and exciting operational initiatives, the Authentication Operations team is a fast-paced and passion-filled team to be a part of. This team has successfully launched watches, handbags, jewelry, sneakers and streetwear authentication in the US, CA, AU, UK and DE in under two years. We are a group of diverse abilities who make a complete business unit and are seeking a program manager to lead our fashion authentication business.

**Responsibilities**

You will be joining as an Authentication Program Manager for the Authenticity Guarantee operations team at eBay. This new business will require project tracking for improvements and releases, as well as ongoing management of business metrics and performance. You are analytical, organized and very detail oriented. Status updates, business reporting on metrics, and project plans are all areas you excel and can contribute immediately.

**The Job**
- Own the program management of a category/ categories of Authenticity Guarantee (AG)
- Responsible to manage AG categories focused on sneakers, streetwear and possibility for rotation
- Aim to increase the CSAT (customer satisfaction) score for your area of ownership
- Be the main POC (point of contact) for your site area of ownership and Ebay core teams
- Drive continuous improvement initiatives to deliver improved customer happiness
- Document and audit operational SOP’s (standard operation procedures)
- Perform vendor PO invoicing and balancing
- Advocate for customer and site improvements to the AG program and implement through delivery by partnering with teams and vendors
- Own project plan to keep teams and counterparts on target for all deliverables
- Share detailed, weekly status updates using organized and professional formats and Gantt charts
- Build out operation and partnership strategies for program expansion by analyzing opportunities and seeking leadership approval
- Facilitate feature improvement rollouts by working with product and business teams from concept to launch and ongoing maintenance
- Lead multiple work streams and projects in a fast paced environment by collaborating closely with cross functional partners such as: the business team, shipping, product, GCX, marketing, strategic partnerships and more
- Report on performance metrics and analytics of program on a weekly basis
- Budget forecast, track, & reconcile costs - analytical and Excel skills required
- Host meetings with cross functional partners and (separately) the vendor to recap performance and identify process improvements
- Regular trouble shooting with vendors and cross functional teams to determine solutions as topics arise
- Review customer sentiment and make changes to program as needed
- Will travel to vendors regularly (~25% for first 6 months, reducing to every other month)

**Qualifications**
- 5-7+ years in project management or program management
- Project management tools: MS Project, Smart sheet, or other PM tools
- Highly proficient in advanced Excel required with strong attention to detail
- A generalist who can flex and deliver on evolving business needs
- Workback planning
- Executive presentation skills including creating professional Powerpoints regularly
- Experience analyzing business metrics and reporting out weekly on performance using common metrics
- Agility, comfort with changing/ evolving direction
- Strong communication cross functionally is critical
- Ability to work independently to achieve goals on time
- Time management/ sense of urgency
- Ability to hold others accountable
- Detail oriented and organized
- Follow through
- Change management
- Authentication and/ or operations experience (nice to have)
- Product exposure (nice to have)

The pay range for this position at commencement of employment in California, Washington, or New York is expected in the range below.

$106,800 - $162,800
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 o