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

Director, Customer Service Analytics and Data Science

About the team:

At the core of everything we do, we ensure that eBay’s customers are front-and-centre in all our strategic decisions and that we implement our plans with our customers as our most important priority. The role will report into the Analytics organisation and will have a dotted reporting line to the eBay Global Customer Experience (GCX) organisation. The GCX organisation will be the main partner and this role will primarily support this organisation!

About the Job:

The eBay Global Customer Experience teams are responsible for building phenomenal and simplified customer service experiences for our members. The role we are hiring for is the Director of the Analytics team. This team is accountable for extracting findings and insights from our customer interactions and influencing strategy and direction inside GCX and more broadly outside of GCX. The successful candidate will lead a global team of analytics and data science professionals.

Primary Job Responsibilities

• Manages and lead a global team of analytics and data scientists (~13) to build strong analytics, decision support, presentation and influencing skills partnering with senior GCX leaders
• Creates significant impact by enabling application of data science methods at scale to improve performance and sustain change over time.
• Communicates business performance in a clear and insightful way to the business to facilitate timely and informed decision making.
• Develops product vision and associated long-term plans for data & analytics products.
• Collaborates with global leaders to develop requirements, prioritize features, translate to plans, and present analysis in planning and development decisions.
• Connects initiatives and change with measurable key performance indicators, gain alignment on objectives and key results, and provide analysis to successfully deliver on those plans.
• Leads end-to-end lifecycle for a range of data and customer analytics products from ideation through deployment and ongoing product operations.
• Establishes relationships and partner with the broader eBay Analytics organisation
• Advocates for GCX with the rest of the eBay organisation, pushing insights to make eBay and GCX better
• Provides global business & analytics leadership, coordination and knowledge sharing with peer teams globally including building the brand of GCX Analytics
• Collaborates with the operational teams to assess risk and advise on controls related to emerging trends and analysis.
• Builds strong relationships with relevant business partners to thoroughly understand their business and identify appropriate risk mitigations and opportunities to contribute
• Develops and maintains an internal business controls plan that brings a systematic, disciplined approach to evaluate and improve the effectiveness of risk management, control and governance

Preferred Skills / Experience

• 10+ years of experience as an Analytics, Reporting, and/or BI global leader with a degree in Computer Science or Engineering or related subject area, or equivalent experience.
• 8+ years of experience leading global teams of direct and/or indirect team members to deliver transformational results.
• 8+ years working successfully with SQL, Tableau, MicroStrategy, Hadoop, SAS, R, Python.
• 5+ years of experience translating business strategy into data & analytics products.
• Experience working on broad/business-wide projects and initiatives working directly with senior management preferred.
• Domain experience within e-Commerce, Customer Service, and Trust & Risk.
• Core Proficiencies in: Advanced Analytics, Data Sciences, BI, Process Optimisation, & Operational Controls.
• Strong intellectual curiosity, and a passion for achieving practical business impact.
• Skills in problem definition, synthesis & recommendation development will be essential.
• 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 written, verbal and interpersonal communication skills and experience distilling and presenting complex quantitative operational analysis into committed recommendations with all levels in the organisation.
• Intellectual curiosity, passion for problem-solving, and comfort with ambiguity
• High energy and a desire to work in a results-oriented, fast growth environment.
• Global attitude, 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 organisation
• Strong promoter of diversity and inclusion as a natural way of conducting business

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