Operations Service Manager

CertilogoA; Milano; In loco; EUR 55.000 - 70.000; Tempo pieno

Descrizione del lavoro

A global tech-enabled company in Milan is seeking a Service Manager to lead its Client Service team. This role involves overseeing customer service operations, resolving issues, and ensuring compliance with standards. Ideal candidates should possess a Bachelor's degree and have significant experience in customer service management. Join a passionate team committed to innovation and customer success.

Competenze

• Demonstrated experience in customer service and operations management.
• Experience leading service teams across multiple channels.
• Strong communication and conflict-resolution skills.

Mansioni

• Lead day-to-day activities of the Customer Service team.
• Develop and refine customer service strategies.
• Ensure timely resolution of client and consumer inquiries.

Conoscenze

Customer service management

Leadership

Analytical skills

Conflict resolution

CRM expertise

Formazione

Bachelor's degree or equivalent in Business Administration, Logistics, Computer Science, or Engineering

Strumenti

Jira

Zendesk

Descrizione del lavoro

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.

About the Team and Role

We're looking for an experienced and hands-on Service Manager to lead our Client Service team at eBay. In this position, your main duty will involve ensuring outstanding service delivery for both B2B and B2C channels. You'll handle daily customer service operations, resolve high-priority critical issues, and drive vendor performance – all while championing continuous improvement and operational excellence. This position is crucial in connecting service outcomes with our overarching business objectives and reports directly to the Head of Operations.

What You Will Accomplish

• Lead the day-to-day activities of the Customer Service team, ensuring timely and effective resolution of client (B2B) and consumer (B2C) inquiries.
• Partner with the Head of Operations to develop, implement, and refine customer service strategies, policies, and important metrics.
• Hire, mentor, and coach team members to deliver consistent, high-quality service in line with Certilogos standards.
• Act as the customer concern point for sophisticated issues, ensuring swift resolution and root cause analysis.
• Track and analyze service data to uncover trends, improve processes, and enhance the customer experience.
• Report on team performance, service levels, and improvement initiatives to leadership.
• Be responsible for vendor service quality, ensuring alignment with contractual obligations and eBay/Certilogo compliance standards.

What You Will Bring

• Bachelor's degree or equivalent experience in Business Administration, Logistics, Computer Science, Engineering, or related field.
• Demonstrated ability in customer service/operations management, ideally within a global or tech-enabled environment.
• Validated leadership skills with experience leading service teams across multiple channels or geographies.
• Strong communication, analytical, and conflict-resolution skills.
• Expertise with CRM systems (e.g., Jira, Zendesk) and customer service analytics tools.
• A proactive, collaborative attitude with a passion for improving service experiences.
• Confirmed experience in IT, manufacturing, fashion/apparel, or product labeling.
• Background in team training, enablement, or organizational change.
• Sophisticated understanding of omnichannel service tools and support automation.
• Professional certifications (e.g., ITIL, Six Sigma, COPC, or similar) are a strong plus.

Why Join Certilogo

At Certilogo, we combine technology, fashion, and sustainability to bring trust and awareness of the world's most iconic brands. As part of the eBay family, we operate with the agility of a startup and the impact of a global leader. You'll be joining a passionate team committed to innovation, excellence, and customer success.

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 characteristics. If you have a need that requires accommodation, please contact us.