Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.
About the Company:About the Team:
The Customer Service Technology (CS Tech) Team is responsible for Product Management, Engineering and Technology Planning & Programs that empowers our Customer Service experience. From the site help and contact functionality to the tools our agents use for supporting our customers to the phone on the desk, we work to ensure that eBay’s service technology is leading the industry.
eBay is seeking a Technology Lead to support our Customer Service Technology (CSTech) organization. This position has multiple responsibilities as the primary interface for planning and project management for infrastructure operations in CSTech. This lead will work closely with other internal corporate services, Information Security, Project Management, Product Development and Quality Engineering to ensure successful coordination and planning for these functions. This role is ideal for candidates who can also manage projects at all stages, from concept to development, testing and beyond. You must be comfortable both with beginning from scratch before much definition of the project to jumping in midstream and taking the helm to drive efficiency and productivity.
It is essential that you have a tenacious, can do attitude where you’re willing and able to “connect the dots” and help lead the team to success.
Partner with data center, architecture, and development groups to ensure all designs and implementations meet eBay’s requirements
Be a key technical decision maker for eBay’s GCX Customer Service Application and infrastructure strategy
Partner with corp & site Networking & Network Security on requirements & resilience for customer support applications
Support quarterly roadmap planning for Security & Essential Engineering projects with CSTech organization
Partner with business and technology customers to translate business requirements into technical solutions
Establish and develop personal credibility and business relationships with key technology partners across the organization
Regular program updates to Executive Leadership on potential vulnerabilities, risks, new technologies, upcoming changes
Understand CS application design, architecture and infrastructure dependencies in detail
Lead Infrastructure related postmortem & follow up on action items for correction
Keep up to date on industry trends in Customer Service Technology
Build relationships with business partners, internal and external; contribute to broader goals and growth beyond the scope of a single or your current project
Lead project management activities for end-to-end delivery in close collaboration with the product, Engineering, vendor and other internal teams such as InfoSec and IT Services
Prioritize and track the progress of the project/portfolio against key objectives and results while monitoring progress during the iteration and proactively managing risks / blockers / impediments
Effectively communicate status to various stakeholders including key senior leadership
Design, facilitate and lead various workshops with various stakeholders
Provide operational precision and detailed program management within the broader strategic context of the business
Get along well with others from diverse backgrounds and be able to work with flexible working hours across the globe
Strong background in technical architecture & business systems analysis (preferably with customer support organizations) and project management throughout the product life cycle.
PMP is must and is required*
Ability to quickly and independently identify technology dependencies and potential CS application impacts
Ability to communicate verbally and in writing clearly and succinctly, complex design and technical issues, as well as business and product specifications
Experience managing complex technical projects working among several technical teams, from Platform to Telecom to Information Security. Examples: Database migrations, security/compliance projects, etc.
Experience managing projects for contact center technology and/or experience working in a contact center. Understanding/Familiarity with the technology stack for a contact center is needed
BS / BA in computer science, business, engineering and/or significant experience working for organizations that build/manage technology
Competent with Microsoft Office, Project Management tools, Internet technologies, etc.
Professional IT Project Management and related IT delivery methodology certifications or other process efficiency certifications (e.g., PMP, ITIL, CobIT, LEAN, Six Sigma) is must
Experience in Cyber Security policies, protocols, tools, and processes is preferred
Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.
Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/
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