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.
As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users. We are looking for a SOP Program Manager (PM) with the ability to resolve Selling Partners escalations, build & refine robust processes (SOP), and identify opportunities to streamline processes and enhance the overall Selling Partner experience.
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Responsibilities
SOP Development and Improvement
- Develop SOPs for Seller Support and Creator Support teams to ensure alignment with best practices and compliance standards
- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across external teams
- Monitor the effectiveness of resolutions and continually refine processes to improve operational outcomes
- Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact
- 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
- Work closely with department heads to understand operational needs and incorporate them into SOPs
- Conduct regular audits and process reviews to ensure SOPs are up-to-date and reflect current practices
Resolution Program Management
- Lead the resolution by identifying recurring issues, analyzing root causes, and implementing solutions to prevent future occurrences
- Promptly escalate critical/high-risk cases to the appropriate authority
- Manage and respond to internal/external partner enquiries escalated by vendor teams quickly, proficiently and professionally
- Collaborate with cross-functional teams to address challenges and ensure timely resolution of issues
- Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall partner experience
- Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.
Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent practical experience
- Strong written and verbal communication skills-clear, professional, and effective
- Ability to collaborate cross-functionally with both technical and non-technical teams
- Familiarity with Standard Operating Procedures (SOPs)-execution, contribution, or creation
Preferred Qualifications
- 1-3 years of full-time work experience in operations, program management, or project management
- Experience developing, maintaining, or improving Standard Operating Procedures (SOPs) or process documentation
- Familiarity with customer service, marketplace, or e-commerce environments
- Strong process improvement mindset; Six Sigma or other process optimization certifications are a plus
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.