Operations Analyst (NA)

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you're interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay - a company you can be proud to be with.

We have an opportunity for an energetic individual to work across all North America (NA) Lines of Business within the Global Customer Service (GCX) organization supporting the development of strategy and insights for key operational metrics while providing market level insights to help deliver our mission.

The NA Operations Analyst will be responsible for working with the Operations and Cross Functional teams across the region in reviewing all aspects of the business that impact our operational KPIs. Providing analytical support to the leadership team to support both strategic and tactical decision making, while also providing support to the operations teams in delivering outputs will be a vital part to this role. This role will take lead on the development and completion of specific projects, reviewing and providing data, work stream analysis & Tools efficiency analysis, and identifying/understanding operational efficiencies.

Primary Job Responsibilities:

• Customer Focused
• Gathering data and providing deep dive analysis to identify trends and root cause volume drivers impacting our members and the Operational and Customer Experience critical metrics.
• Developing Ways of Working
• Support the Operations team with developing ways of working that support operational requirements
• Document and Capture findings that aid in improved ways of working
• Engage with support functions to ensure we are understanding inputs that may impact the market level outcomes
• Drive insights to action, demonstrating insights and findings to support outcomes on KPI's across groups
• Working closely with support teams to support gaps and provide insights on way of working
• Monitoring delivery against Operational Efficiency and Customer Experience objectives
• Capturing insights and trends to support decision making at Market level
• Provide daily, weekly, and monthly updates to the extended leadership team on the Regional Performance
• Reporting and analysis responsibilities
• Supporting Regional Operations by reporting back insights against key initiative
• Understand cause and effect across the Lines of Business which are impacting the NA Market
• Develop strong working relationships with the Lines of Business Managers and Specialists to support insight gathering
• Using the data to drive insights into the business - from site and process to initiative or behavior drive issues
• Engagement with the Partner Teammates as needed, to gain insight and feedback on process and policies - participate in WBRs and MBR

Job Requirements:

• Ability to work on their own initiative in a confident and professional manner
• Candidates must have excellent attention to detail be self-motivated, high energy and an ability to manage to tight deadlines.
• Candidates will be able to demonstrate both qualitative and quantitative data to generate insights, recognize trends and initiate actions.
• Candidates will be able to demonstrate strong collaborator management and presentation skills to support bringing others on the journey.
• Excellent engagement and communication skills are required for this role
• Ideal candidate is someone who has experience managing customer metrics within a team
• Understanding of Operations is essential for this role

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, eBay offers 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.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn't just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay's Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

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eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement

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