**Requisition No\.:** 123243BR
**Business Title:** Head \- Seller Experience & Shipping Ops
**Subsidiary:** eBay
**Primary Job Responsibilities:** Role overview: The incumbent will be responsible to deliver a best in class experience to the Sellers on the eBay India platform\. The job entails having understanding of e\-commerce marketplace landscape and logistics\. This role will be responsible for running the Operations around Shipping, General Support \(phone, chat, emails\) and Payments \(PaisaPay\), which would result in great customer experiences\.
Functional overview: The Seller Experience and Shipping Ops team is part of the Global Service Delivery function and reports in to the Head – Global Service Delivery, India, who reports in to the APAC Head\. The team oversees the performance of Seller General Support, Payment operations teams’ for domestic market\. It also manages Shipping Operations for Sellers both Domestic and CBT \(Cross Border Trade i\.e\., Retail Exports\)\. By enhancing the customer experience offered to the selling community you would improve the loyalty of the customers which has a significant impact on the overall customer metrics, the NPS scores and business top line\. Our Service Delivery team is a Learning Organization, wherein we lay extreme focus on learning and development of our people\. You will be continuously challenged to stretch yourself intellectually and encouraged to do that for your team, to increase the impact of your role and your team on the business\.
Responsibilities
“Operations” Responsibilities
•Effectively drive/support processes that impact Seller NPS / Satisfaction
•Ensure that the Service Delivery and Operations perform to / better than the customer expectations
•Effectively manage the Customer Service \(outsourced\) processes around Seller General Support and Shipping Operations
•Build robust operations that deliver consistent and sustained performance
•Collaborate with the stakeholders to continuously improve the Customer Experience
•Lead Operational Excellence \(OE\) projects within the function
•Managing the Seller Experience and Shipping Ops budget
•Liaison with the Service Design team to implement new processes, making them BAU
**Job Requirements:**
**Preferred Qualifications**
+ The ideal candidate would be great at Execution and running operations, with a passion to deliver great customer experience in a highly challenging environment
+ Certified Lean Six Sigma Black Belt / Master Black Belt
+ Process Driven and looks for continuous improvements
+ Ability to lead as well as adapt to rapid change
+ Systems Thinking capability
+ Exposure to Outsourcing Operations
+ Managing operations with limited resources and a lean team
**Job Requirements**
+ Post Graduate from a reputed B\-School
+ Over 10 years’ experience with at least 4\-5 years in operations
+ Extensive knowledge / expertise of managing outsourced services\. Knowledge of shipping and payments will be helpful\.
+ MS Office Skills
**Shift:** General Shift \(9:30 AM – 6:00 PM\)
_Business Unit culture:_ The Company is focused on creating a long term sustainable business in India\. Global Service Delivery as a function is very people\-centric and is being built as a learning organization\. We pay a lot of emphasis on the learning, development and growth of our people\. We continuously challenge our people to think differently, be more proactive than being reactive and keep identifying opportunities to increase their impact on the organization\. In Global Service Delivery, we nurture a lot of Communities of Interest and Practice, so that we can learn from each other\. We also provide exceptional opportunities to engage with teams from outside India and people from other cultures within the Company\. There might be opportunities to get placed outside India in the future, based on the role and skill fit\.
**Last Updated:** 07/05/2016