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The Global Customer Trust team manages programs that ensure millions of buyers and sellers engage and transact on Company with confidence.
We do this by delivering customer experiences that meet retail standards for buyers and sellers. This includes setting the strategy, plans, and guidelines to develop a best-in-class post transaction experiences for our customers worldwide.
We are looking for a skilled product strategy manager who will assist with the design and execution of post-transaction resolution experiences that deliver Trust and drive Buyer retention..
Create and share business requirements with product partners for development of new customer experiences
Execute on strategy to deliver new post-transaction resolution experiences
Manage status of overall design vision, and partner with Analytics to develop impact forecasts
Lead implementation of product experiences that ladder towards managed resolution end-state; including use of 3rd-party vendors
Perform testing of new customer experiences, including development, approval and delivery of test plans along with feedback to product partners
Influence product, customer service, marketing, legal, and analytics teams to ramp these experiences while delivering on metrics
Present program outcomes and opportunities to senior leadership
Skills and Experience:
Software development and/or product management background that enables collaboration with product partners
Familiar with business requirement generation for internal and external product teams
Experience developing and executing UAT test plans, and delivering outputs for product partners
Deep understanding of post-transaction resolutions and payments flows
Strong background in analytics with demonstrable experience in ability to utilize research to make data-driven decisions
Ability to simultaneously manage and influence multiple stakeholders and drive business decisions
A proven program leader: able to determine what needs to be done, develop a plan, influence partner team and drive the effort to reality
Commit to results - biased toward action and constantly pushing toward delivery.
Able to balance attention to detail with swift execution: we need to do things quickly, and we need to do them well.
Bachelor’s degree (graduate degree preferred) from a major educational institution is required.
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Company. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us. We will make every effort to respond to your request for disability assistance as soon as possible.
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