This role is responsible for servicing and growing the relationship of our most important merchant customer, eBay Marketplaces. Specifically, this role will focus in the area of shipping, billing, check-out, product and escalations. This includes owning the overall relationship and customer success, developing and managing the strategic relationship, ensuring high level of service and managing interactions with key internal partners. The preferred location for this role is San Jose, CA; other satellite locations will be considered for the right candidate.
Primary Job Requirements
Global representative and voice for eBay with internal stakeholders
Responsible for overall delivery and management of the service experience for assigned areas of eBay including alignment on a prioritized roadmap, tracking progress against said roadmap and reporting out on outcomes
Act as the voice of the customer: learning eBay’s pain points and wish list; understanding their priorities and urgency, ensuring that this is shared with the adjacent PayPal business units
First line of defense for all new requests or escalations from eBay.
Close coordination with product, technology, analytics, operations and professional services teams to ensure that we are meeting our commitments to eBay on various initiatives
Operationalize the eBay-PayPal contract and its flawless execution. Focusing on delivering/ exceeding customer expectations
Ability to effectively communicate with executives as well as all other internal and external stakeholders, regardless of role or level
Facilitate strategy meetings between senior management teams as appropriate
Able to operate in an environment defined by adversity and without direction to create structure, definition, and clarity of purpose
Strong communication skills and the ability to articulate business and technical concepts to cross-functional audiences
Fearlessness, bravery and tenacity without being insensitive, naïve, or stubborn. Productivity that knows no bounds. A stellar sense of humor. Personal humility
Ideal Candidate Qualifications
10+ years’ experience in relationship management, online retail, online payments or marketplace management
B.S. degree required. Master’s degree desired.
Likes working on highly complex strategic projects
Ability to apply structure to unstructured environments
Has the unique ability to build trusted relationships while still pushing for results
Proven people management experience
Make decisions at a fast and nimble pace
Employ superior negotiation and communication abilities as an influencer
Excellent project management skills
Possess strong customer focus
Drive for results; bias towards action
Embody unquestionable integrity and trust
Display a “Can do” attitude and a fun, energetic personality - work well under pressure
Thrive in an environment of continuous change and complexity
Experience working in a matrix environment
Ability to travel as needed
This role will work closely with internal teams at PayPal including product, technology, analytics, operations, finance and legal. The right person will possess superb communication and relationship building skills as well as have (or learn) some level of subject matter expertise in the above mentioned areas. They will also have experience leading a team.
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