Customer Experience Process Engineer

TCGplayer, now a part of eBay, promotes and drives growth of our products and services by connecting a global community of millions of buyers with tens of thousands of retailers in a $25B global collectible hobby market. We relentlessly improve the exchange of things and thoughts that fuel passions, providing the most compelling destination and tools for collectible card game enthusiasts, sellers, and publishers in the U.S. 
Our team prides itself on a culture that fosters camaraderie, embraces diversity, and exudes passion. We are one of New York State’s 50 best employers and Fortune.com’s top 100 companies for women in the U.S. 

As our Process Engineer on the Customer Experience team, you will serve as the person responsible for building and analyzing/optimizing our workflows with a customer journey mindset across the CX team, platform and tools. As such, you should be passionate about the science of process engineering and excel at applying a critical perspective to the way that information and decisions are routed within a business. So if you have a mind that is tailored towards optimization and are looking for a great opportunity to generate measurable impact for the business in a high-visibility role - then this is the job for you!

• Inform relevant performance scorecard reporting and  KPI / Performance Metrics aligned to Customer Experience needs.
• Work closely with our Product and Engineering team to  improve the customer experience journey as well as drive progress on our infrastructure roadmap
• Assist with and advocate for the design and rollout of new support channels, service offerings, and customer journey across our platform and tools
• Create new support workflows and make suggestions to improve efficiency and effectiveness
• Document existing support processes to identify opportunities for improvement and automation/self-service
• Contributes to customer experience engineering effectiveness by identifying short-term and long-range issues that must be addressed, recommending options and courses of action, and implementing directives
• Provide closed loop corrective action to emergent process issues
• Evaluate 3rd party solutions, drive implementations and support process optimization
• Collect and analyze the Customer Experience team’s performance and delivery of data, taking action regarding responses, and reporting to the organization.
• Identifies current and future customer service requirements by understanding potential and actual customer bases to understand service requirements
• Provide backup support for other 3rd party tools utilized within the organization.
• Measure efficacy of, and help to improve overall customer experience levels
• Keep up with industry best practices, trends, and standards
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• A background in industrial engineering
• Excellent organizational skills and attention to detail.
• Ability to work independently with little supervision.
• Strong interpersonal, analytical, and problem-solving skills.
• Ability to build and maintain relationships across teams, departments, peers, and various levels of leadership
• Ability to clearly communicate operation and/or staffing concerns to management with clear solution-driven recommendations.
• In-depth understanding of Customer Support operations including technologies and data management.
• Demonstrated Project Management  and Lean Six Sigma experience.
• Ability to manage program budgets, create meaningful projections, and present them to strategic decision makers.
• Strong verbal and written communication skills.
• Excellent time management skills with a proven ability to meet deadlines.
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Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, TCGplayer & eBay offer a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important. 

The pay range for this position at commencement of employment is expected in the range below.

$80,000 - $100,000 

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.