The eBay Global Customer Experience (GCX) team is responsible for building experiences that customers love in Customer Service and beyond. The role we are hiring for is the Director of the Analytics team.This team is responsible for extracting learnings and insights from our customer interactions and influencingstrategy and direction inside GCX and more broadly outside of GCX.The successful candidate will lead a global team of analytics professionals.
Lead, hire and develop a global team of analytics professionals (~25) to build strong analytics, communication, presentation and influencing skills working side by side with business owners
Create an end-to-end view of how customers interact with eBay policies, products and service and how eventually they convert into financials based on what we hear and know within GCX
Drive analytical insights for key strategic initiatives within GCX
Support our Customer Service teams around the world with their needs for analytics
Communicate business performance in a clear and insightful way to the business to facilitate timely and informed decision making
Build relationships and partner with the broader eBay Analytics organization
Be an advocate of GCX for the rest of the eBay organization, pushing insights to make eBay and GCX better
Provide global business & analytics leadership, coordination and knowledge sharing with peer teams around the world including building the brand of GCX Analytics
The role is focused on driving change & better decisions, through data analysis, rigorous truth seeking & actionable synthesis. Successful candidates will offer a strategic perspective, sound business judgment, deep analytical capabilities, and a collaborative working style – all that with a roll-up-the-sleeves, action-oriented mindset – to have impact in our fast-paced never-boring environment. They will possess strong intellectual curiosity, and a passion for achieving practical business impact. Skills in problem definition, synthesis & recommendation development will be critical. Successful candidates will have exceptional interpersonal skills, initiative, integrity, and will have experience leading a team of analysts to achieve their potential.
Exceptional business judgment and quantitative analytic ability.
Strong communication skills and experience distilling and presenting complex quantitative financial analysis into action-oriented recommendations.
Intellectual curiosity, passion for problem-solving, and comfort with ambiguity.
High energy and a desire to work in a results-oriented, fast growth environment.
Ability to thrive in a cross-functional environment while juggling multiple responsibilities.
Excellent written, verbal and interpersonal communication skills with the ability to communicate and deal with all levels in the organization in a clear, timely and effective manner
Global mindset, with ability to connect with partners with different needs and styles, getting the best out of all relationships; ability to create a network of supporters and influencers and work through a matrixed organization
Strong promoter of diversity and inclusion as a natural way of conducting business
10+ years of experience in analytics and insights
7+ years management experience
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