Director North America Seller Experience

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

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

About the role

The North America Business Unit represents the largest market for eBay Inc. and is the home to our Global Headquarters in San Jose. 

The Director of B2C Experience will own the end to end customer experiences and business outcomes for our Business to Consumer (B2C) marketplace across the US & Canada.

B2C sellers are the heart of our community, driving the majority of our inventory and transactions across the marketplace. 

As the leader of B2C, you’ll be building & leading a team that is accountable to nurture and strengthen a sustainable B2C community across the region.

You’ll be accountable to the VP & General Manager for North America, and will lead a team of 7 who focus on cultivating and improving engagement with our sellers as well as developing community & advocating for product & service changes to improve the seller experience. 

What you will accomplish

• Own the overall strategy for the Seller Community, and be accountable to its growth and success through measurable KPIs and qualitative feedback. This includes a best-in-class top contributor program and offline events strategy, though we expect you’ll bring your own perspective and expertise, too.

• Lead our talented team of Community Managers in their work, regularly offering coaching and advice to help them grow their careers in the community industry.

• Evangelize the community internally, working to increase internal adoption and to raise the overall visibility of the program by working closely with our global, cross-functional partner teams.

• Partner closely with our Government Relations and Experiential Marketing teams to support local events, bringing the offline conversation and real-world connections into the digital realm.

• Own relationships with our third-party partners, and offer strategic oversight and guidance on the way we design and build our platform.

• Be willing to break the rules.  Scalable CS regularly challenges all team members to think differently, and find a better way to solve problems. We move quickly, and we work with intensity.

• Champion the voice of our seller community advocating for their needs to our internal teams to drive improvements in our product & service

• Lead ebay North Americas event strategy to maximise engagement & support for our seller community, driving adoption of new features & functionality while gathering critical feedback for partner teams

What you will bring:

• Strategic:  Understands the big picture, crafts clear strategic plans, and helps connect the dots for senior leadership and initiative owners

• Marketplaces:  7-10yrs+ in consumer marketplaces, including a deep understanding of the key growth levers

• Analytical:  7-10yrs+ of defining and conducting quantitative analysis to understand & maximise seller side development 

• Communication:  Mastery of influencing others through clear and compelling written and verbal comms

• Driven:  Operates with urgency, an intrinsic focus on making impact, and a sense of extreme ownership (especially when there is ambiguity)

• Collaborative:  Proven ability to partner effectively across a matrix, including driving change thru alignment and influence

• Excellence:  Track record of professional success; prefer experience at top tier management consulting, investment banking, or similar industries

• Culture:  Aligns with our eBay DNA - empower our community, innovate boldly, deliver with impact, be for everyone, and act with integrity

Additional Details

The base pay range for this position is expected in the range below:

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

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.

Remote roles are not eligible for U.S. visa sponsorship.

eBay 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 have a need that requires accommodation, please contact us at [email protected]. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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