Partner Operations Manager, Global E-Commerce

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. We are looking for a Partner Operations Manager to manage the BPO vendors and daily operational performance.

• Identify areas of opportunity to improve performance, and work with the Partner Operations Leader to develop a comprehensive improvement plan.
• Monitor the execution of improvement plans to ensure the BPO is meeting all performance-related metrics (e.g., customer satisfaction, service level, handling time).
• Ensure SOP documentation, training materials, and all relevant frameworks are in place.
• Share performance reports and raw data with the BPO on a weekly basis for performance management.
• Take note of action items and feedback in every meeting, assign an owner to each action item, and follow through on the status of completion.
• Optimize working processes based on any improvement opportunities identified by internal colleagues or external customers.
• Review all escalations from the in-house team and provide comprehensive feedback to the BPO team.
• Go-to-market readiness: work with our Regional Solutions team to ensure the global SOP is aligned with country/regional regulations, and that our BPO operations have a workable solution that resolves issues for Buyers, Sellers, or Creators on the first attempt.
• Communicate promptly and facilitate Train-the-Trainer sessions on all SOP and product feature updates.
• Support the Partner Operations Manager on all bug issues reported by the BPO team, raise on-calls, and coordinate the information needed for troubleshooting.

Requirements:

• Minimum Qualification(s)

• BA/BS degree or equivalent practical experience.

• A minimum of 3 years' experience in a customer service environment.

• Demonstrated effective, clear, and professional written and oral communication skills.

• Experience building, managing, and influencing relationships with internal stakeholders.

• Proven ability to use data to generate insights and solve complex problems.

• Preferred Qualification(s)

• Eager to learn, with strong initiative and problem-solving abilities.

• Strong problem-solving and prioritization skills.

• Thrives in fast-paced and dynamic environments.

• Customer-service- and results-oriented mindset.

• Excellent skills in communicating and building relationships with both team members and customers.