Responsibilities
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
Responsibilities:
- Collaborate with user experience specialists to design commerce platform user experience policies.
-Analyze customer feedback and data to identify opportunities and take action in solving them.
- Write clear external-facing policy articles.
- Develop detailed execution playbooks based on overarching strategies for specific experience domains, and take ownership of execution outcomes.
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- Investigate, manage, and resolve platform policy violations or process-related incidents. Build and maintain SOPs to efficiently handle these issues.
- Assist in creating monitoring programs and feedback mechanisms for user experience related issues. Continuously optimize the user journey according to user feedbacks.
- Handle cross-functional communications and prepare case and data summaries related to this domain.
Qualifications
Minimum Qualifications:
- Bachelor degree
- 5+ years of experience in related domains, including Customer Experience, Strategy or Operations Management Consulting, Platform Governance, Trust and Safety Policymaking and Operations Management, or Ecommerce Strategy, Seller or Product Growth, Risk, or Compliance programs.
- Proficiency in English and Spanish required for the role.
- Excellent stakeholder and program management skills, to influence cross-functional stakeholders to achieve results
Preferred Qualifications:
- Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment.