Program Manager, Auth Operations-Fashion

We're in this together, sustaining the future of our customers, our company, and our planet. The Team You will be joining as an Authentication Program Manager for the Authenticity Guarantee operations team at eBay. The Job • Own the program management of a category/ categories of Authenticity Guarantee (AG) • Responsible to manage AG categories focused on sneakers, streetwear and possibility for rotation • Aim to increase the CSAT (customer satisfaction) score for your area of ownership • Become the SME (subject matter expert) in your area of ownership • Be the main POC (point of contact) for your site area of ownership and Ebay core teams • Drive continuous improvement initiatives to deliver improved customer happiness • Document and audit operational SOP's (standard operation procedures) • Perform vendor PO invoicing and balancing • Advocate for customer and site improvements to the AG program and implement through delivery by partnering with teams and vendors • Own project plan to keep teams and counterparts on target for all deliverables • Share detailed, weekly status updates using organized and professional formats and Gantt charts • Build out operation and partnership strategies for program expansion by analyzing opportunities and seeking leadership approval • Facilitate feature improvement rollouts by working with product and business teams from concept to launch and ongoing maintenance • Lead multiple work streams and projects in a fast paced environment by collaborating closely with cross functional partners such as: the business team, shipping, product, GCX, marketing, strategic partnerships and more • Report on performance metrics and analytics of program on a weekly basis • Budget forecast, track, & reconcile costs - analytical and Excel skills required • Host meetings with cross functional partners and (separately) the vendor to recap performance and identify process improvements • Regular trouble shooting with vendors and cross functional teams to determine solutions as topics arise • Review customer sentiment and make changes to program as needed • Will travel to vendors regularly (~25% for first 6 months, reducing to every other month) If hired, employees will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.