Responsibilities
E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards. The Service and Support Center (SSC), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.
We are looking for a Self-Service and Automation Program Manager to analyze customer behavior and design self-service and automation strategies tailored to unique challenges and opportunities. The role will focus on optimizing processes to improve the customer experience while ensuring operational excellence.
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Roles & Responsibilities
- Analyze customer behavior and data performance, establishing an automation strategy that aligns with region-specific market trends and challenges
- Conduct competitor analysis to identify capability gaps that need to be addressed across the full customer journey
- Collaborate with algorithm and product teams to enhance automation modeling and self-help feature capabilities, tailored to the diverse markets within the region
- Develop and maintain self-help solutions, offering localized content that empowers customers
- Directly manage chatbot operations and help center article creation, including copywriting and configuration to reflect regional nuances
- Set effective resolutions based on scenarios in the customer journey
- Oversee 'End to End' automation and self-service performance, ensuring continuous improvement of the customer experience
Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent with 5+ years of experience in self-service and automation
- Expertise in project design, data analysis, communication, driving results, and managing change
- Strong problem-solving and issue-resolution skills, with the ability to work in a deadline-driven environment, attention to detail and the ability to multitask
Preferred Qualifications
- Experience with e-commerce marketplaces
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.