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eBay Customer Experience Team Leader

Job Description


Customer Experience Management

  • Ensure differentiated customer experience is at forefront of all department actions & work to actively enhance customer experience through implementation of required coaching, programs, systems or processes that provide positive impact to eBay community
  • Working as an integral part of the Operations team to ensure Customer Service metrics including Customer Satisfaction and Quality are met
  • Contribute to the organisation, execution and ongoing monitoring of the key department performance metrics

    People & Performance Management

  • Maintain excellent level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of eBay
  • Create a great place to work for the team - leading, motivating & developing team members 
  • Responsible for reaching goals/objectives with his or her team, actively driving personal development & skills acquisition, coaching as required
  • Participate in the interview and selection process for new hires within areas of responsibility and centre wide as required
  • Administer disciplinary actions according to HR policies. Notify senior management and Human Resources of any issues of concern

    Operations Planning & Management

  • Anticipate future demands & develop plans accordingly - communicate any concerns as relevant
  • Contribute to the implementation of workflow process improvements
  • Ensure team members have the information they required to perform their role and understand their part in bringing the strategy to life
  • Ensure the team is adequately prepared for upcoming workflow, systems and/or procedural changes
  • Ability to make sound decisions & required judgement calls

    Networking & Organisation Relationship Building

  • Establish relationships with other leaders throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes
  • Work within teams, peers, international and European in order to facilitate, enhance and improve eBay Culture and the business environment; ensure best practice sharing and information exchange takes place on all levels
  • Participate in special projects as needed and perform other duties as assigned


  • Previous experience in Risk and Call Centre an advantage.
  • Experience in Coaching or Leadership TDO favourable
  • Weekend & Late Cover will be an essential part of this role
  • Change Agility and ability to help manage your teams through change will be critical
  • Knowledge of ops metrics with ability to translate into day to day performance is a critical part of this role
  • Ability to maintain highly confidential information
  • Passion for coaching, managing & developing people
  • Strong organizational, communication, influencing and problem-solving skills
  • Positive attitude, the ability to work well with others and to meet and overcome challenges
  • Ability to handle multiple tasks and be detail oriented
  • Ability to develop and maintain professional working relationships with co-workers and peers.


eBay Inc. 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 are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

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