Manager, GC Service Delivery team

eBay; Malaysia; On-site; MYR 150,000 - 200,000; Full time

Job summary

A global eCommerce leader is seeking an experienced operational leader in Malaysia to enhance customer and employee satisfaction. The ideal candidate will hold a Bachelor's degree, with over 5 years of leadership experience in customer service or e-commerce. Fluency in English and Mandarin is required. The role focuses on developing strategies to improve business performance and leading a motivated team.

Qualifications

• 5+ years of operational leadership experience in customer service or e-commerce.
• Rich experience in global and cross-functional organizations.
• Successful track record in achieving and exceeding customer service goals.

Responsibilities

• Develop strategies for improved business performance addressing customer needs.
• Focus on improving employee satisfaction scores and reducing attrition rates.
• Lead change in ways that motivate and inspire others.

Skills

Customer-centric thought process

Excellent influence and engagement

Process/operational improvement

Training and development passion

Proficient in English and Mandarin

Education

Bachelor’s degree or higher

Job description

At eBay, we are a global eCommerce leader committed to reinventing the future of eCommerce while empowering millions of buyers and sellers worldwide.

Primary Job Responsibilities

Customer Development

• Customer‑centric thought process to listen to and synthesize customer needs, developing strategies for improved business performance
• Excellence at deploying product, policy, or process changes to ensure customers and front‑line teammates are prepared and successful
• Experience improving Customer Satisfaction Scores through frontline teammate development, process improvement, and tool development
• Partner with Business Units to implement customer‑focused improvements

Employee Development

• Passion for the training and development of each employee
• Focus on improving overall employee satisfaction scores and reducing attrition rates by developing direct reports and enabling them to thrive

Leadership

• Passion for challenging the status quo, taking appropriate risks, and being provocative
• Excellent influence and engagement with peers worldwide, working effectively with Business Units
• Lead change in ways that motivate and inspire others

Job Requirements

• Bachelor’s degree or higher
• 5+ years of operational leadership experience in customer service or e‑commerce
• Proficient in English and Mandarin (reading and writing)
• Rich experience in global and cross‑functional organizations
• Excellent customer‑centric service philosophy and understanding of challenges in delivering world‑class customer experience while controlling costs in a growth environment
• Successful track record in achieving and exceeding customer service goals in a high‑growth business
• Process/operational improvement background (Six Sigma/Lean certifications) in transaction business preferred

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 [e-mail]. We will make every effort to respond to your request for accommodation as soon as possible.