At e Bay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About e Bay

At e Bay, we’re more than a global e Commerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets worldwide.We’re committed to pushing boundaries and shaping the future of e Commerce for enthusiasts. Our customers are our compass, authenticity thrives, bold ideas are welcome,

and everyone can bring their unique selves to work — every day.

We’re in this together — sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About the Role:

The Customer Service Science team partners closely with Global Customer Experience (GCX) stakeholders to enable data-driven decision-making and drive the success of e Bay’s customer service organization.

The Business Performance Analyst plays a vital role in transforming complex data into actionable insights that drive improvement across our customer service ecosystem. Working collaboratively with cross-functional teams, you will develop interactive tools, deploy AI-based solutions, and design impactful reports and dashboards to monitor, analyze, and enhance business performance. Your work will help us deeply understand performance trends, spot issues early, and uncover opportunities that deliver measurable value to our customers and business. This is a Global role supporting a Global team.

Key Responsibilities

• Build and maintain dashboards, reports, and performance tracking tools using platforms such as Tableau, Looker, and SQL

• Design and deliver future state reporting infrastructure for customer service

• Leverage AI technologies and Large Language Models (LLMs) to augment analysis and insight generation

• Analyze customer service and business data to assess current business

performance, uncover trends, and identify root causes for successes or areas needing improvement

• Conduct deep dives into specific aspects of customer experience, including process analysis and performance investigations

• Collaborate with stakeholders to understand requirements, translate business needs into technical solutions, and deliver insights that support decision-making

• Present findings and recommendations clearly to both technical and non-technical audiences

• Continuously improve analytical solutions and workflows to increase efficiency and accuracy

• Stay informed of best practices, emerging technologies, and industry benchmarks relevant to customer experience analytics

Additional Requirements

• This role operates in a hybrid work model.

• Flexibility to attend late evening meetings (audio/video conferences) with U.S. or Europe-based teams, and to occasionally respond to emails or complete tasks during late evenings.

What We Expect From You

• Bachelor’s degree in Business Analytics, Engineering, Computer Science,

Economics, Statistics, Mathematics, or a related quantitative field.

• Master’s degree or MBA preferred.

• 4 years of experience in analytics, business performance, data science or a related field.

• Strong analytical skills including proficiency with SQL for data extraction and manipulation

• Hands-on experience with business intelligence tools such as Tableau and Looker

• Basic to intermediate Python skills for analysis, automation, and data transformation

• Exposure to AI tools and LLMs, with the ability to integrate these into practical business analysis

• Strong problem-solving skills with the ability to think critically and independently

• High attention to detail, comfortable managing multiple projects and deadlines

• Proactive approach to identifying business opportunities and performance risks

• Excellent communication skills with the ability to translate technical findings into business insights for non-technical audiences and the ability to tell stories, not just present data

• Experience working in a fast-paced, cross-functional environment.

• An eagerness to learn, experiment with new technologies, and adapt to business needs

• Collaborative mindset, working effectively across different teams and with

stakeholders at various levels

• Commitment to fostering a positive, customer-focused culture through data-driven decision making

• Experience working with customer service / contact centre data an advantage

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eBay 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 have a need that requires accommodation, please contact us at talentebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

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