Responsibilities
About The Team
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, our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Voice of Business Program Manager role to analyze sellers' and creators' feedback, drive improvements based on data and facts, thus to drive contacts down as well as improve the GMV.
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Role and Responsibilities
- Drive a comprehensive "Voice of the Business" strategy and define methods to align VOB insights with in-depth business partner (seller/creator) analyses in order to better understand and predict seller/creator behavior.
- Develop effective intelligence and business insight strategy based on seller/creator contacts. Present feedback results to leadership teams to reinforce overall drivers of the business partner (seller/creator) experience and provide actionable recommendations for improvements based on the voice of the business.
- Lead communication with key stakeholders, both internally and externally, to activate VOB insights into cross-functional action plans; establish on-going tracking and reporting. Represent the voice of the business throughout the project lifecycle.
- Understand the key cost drivers and come up with innovative propositions to improve sustainability for our third party sellers while improving seller/creator experience.
- Manage prioritization and trade-offs among buyer and seller experience.
- Work closely with finance, strategy BI, logistics, policy, risk management, category managers and product and tech teams to ensure project delivery and successful collaboration across geographies.
Qualifications
Minimum Qualifications
- Minimum 5 years experience in Voice of Business or Voice of Customer field in the commerce industry.
- Passion for business partners and customers and effective at designing and implementing experience KPI's and other measures.
- Expertise in project design, communication skills, driving for results and managing changes.
- Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
- Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.
- Experience managing complex data analytics and related business metrics.
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions.
- Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.
- Fluency in English is a must.
Preferred Qualifications:
- BA/BS degree or equivalent practical experience.
- Strong ownership and a team player, always focused on delivering results with high standards.
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
- Experience in Ecommerce or marketplace platforms.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $104711 - $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.