The Director of Motors Customer Support will lead the Motors Customer Support team located in Salt Lake City, Utah. This role is responsible for delivering world class customer support services to eBay’s Motors (including parts and accessories) customers (the business unit and eBay community) in the most efficient and effective manner. This requires balancing flexibility and cost-effectiveness while delivering on-going process improvement to create a smoother customer experience and optimised CS delivery. Develop and deliver the strategic plan for Customer Support in line with anticipated business growth and existing global CS strategies, and input to said strategy
Play a key leadership role in providing world-class global customer service, enhancing current customer’s experience as well as attracting new customers to the eBay website
Align CS strategy and plans with the Motors strategy for the North America region
Appropriately leverage technology and process improvements to achieve continuous and sustainable improvements in effectiveness and efficiency
Design and implement new methods of customer contact and care
Ensure the safety and security of the world’s largest eCommerce platform
Evaluate and appropriately implement an outsourcing strategy that builds flexibility and cost leverage.
Leadership: To lead, motivate and develop a organization of approximately 80 employees and 50 people with outsource partners
To develop and ensure the organization has the competencies and capabilities to support eBay’s expanding eCommerce platform. To define clear objectives, milestones and measurements for the Motors Customer Support team
Customer Support: Manage day to day customer support operations for Motors (top customer care, account management, and community support, including parts and accessories)Establish and monitor key performance indicators and make course corrections as needed to meet customer demand
Monitor and drive solutions to address top contact drivers; partner with business and product teams to mitigate customer impact
Strategy:To harness the power of the eBay community to realize the platform’s fullest potential and execute the plan to transition eBay’s CS platform to become a key revenue source for the business. To provide insight and direction relative to market opportunities, business trends and competition while balancing resource investment
Quality Assurance: To explore and implement new methods of interaction with customers, improve user access to assistance and expand the opportunities for self-help, whilst maintaining / improving appropriate customer satisfaction metricsTo ensure that global measurements are in place to track / monitor customer satisfaction and cost effectiveness

10-15 years + of operational and managerial experience. Proven ability to lead a large team in customer service and support, by providing clear direction and objectives to multi-national teams, as well as inspiring them to take on new challenges and exceed expectations. Experience in delivering customer support through multiple contact channels, including e-mail and phone is highly desirable. Experience in delivering customer support for an eCommerce company. A successful track record in achieving and exceeding operational goals
Demonstrated accomplishments in improving business operations
A global business perspective, capable of identifying and building a revenue generating customer service platform
Passion for customer services and first class customer experience
Ability to think at the highest blue-sky strategic level and be hands-on simultaneously
Continuous strive to raise the bar both from a team and customer services perspective True understanding of the need to work cross boundaries

> $100,000