Responsibilities
About the Team:
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Customer Service is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. Customer Service is looking for a SOP Enablement Program Manager role to be responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability for Customer Service.
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Responsibilities:
- Develop Standard Operating Procedures (SOP's) for local Customer Service, Seller Support, and Creator Support teams.
- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.
- Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed
- Effectively manage project and stakeholder meetings, drive discussions to conclusion, and keep programs on track.
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
Qualifications
Minimum Qualifications:
- Bachelor's degree or equivalent practical experience required.
- 3 years of operations, program, or project management experience, ideally involving Standard Operating Procedures (SOP) development.
- Familiarity with executing, contributing to, and creating SOPs.
- Ability to collaborate cross-functionally with both tech and non-tech teams.
Preferred Qualification:
- Six Sigma or other process design certifications advantageous.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $83600 - $143555 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.