Buyer Service Lead, Knowledge Management - USDS

Responsibilities :

In order to make an application, simply read through the following job description and make sure to attach relevant documents.

• Lead a team to support US E-commerce business focused on buyer support.
• Define all buyer experience related projects by benchmarking industry initiatives and tools to facilitate a seamless buying process for the region.
• Develop and communicate buyer related key initiatives to all stakeholders in the region and increase synergy with business.
• Lead training and SOP teams to empower service agents to meet all performance related metrics (e.g. customer satisfaction, resolution rates).
• Ownership and maintenance of knowledge base for buyer support process documentation.
• Produce and own the master schedule of initiative and regional project plans, ensuring that all interdependencies are identified and factored into the master schedule.
• Directly manage high-impact projects / programs wherever needed.
• Seek out cross-project synergies (across global initiatives, regional plans, and interdependent projects) and ensure leveraged opportunities across all project initiatives.
• Sort out the opportunities in buyer communication entrances and interactions to reduce their efforts in getting support for their inquiries.
• Collaborate with key business group contacts, project teams and global / regional service contacts to design, develop and implement product training programs that support business objectives.
• Proactively engage internal service functions, such as Operations, Process, Quality, Training, and SOP to drive improvement efforts.
• Travel 15-20% of the time.

Minimum Qualifications :

• BA / BS degree or equivalent practical experience.
• Minimum 5+ years business experience in service and experience field & 2+ years managing training or SOP teams.
• Experience in eCommerce or marketplace platforms.
• Experience working with and managing outsourced vendors.
• Experience in regional service launch especially in new country / markets kickoff.
• Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
• Expertise in project design, communication skills, driving for results and managing changes.

Preferred Qualifications :

• 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.
• Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive 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 a demonstrated experience engaging and influencing senior executives.
• Strong ownership and a team player, always focused on delivering results with high standards.

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