Hybrid scheduled - Required to come onsite 2-3 days a week to Sunnyvale location
Description:
Responsible for defining, enforcing and promoting policies and programs to ensure best in class Customer Experience and hence drive Customer Satisfaction across our marketplace business.
Core Functions include :
Design and build reports, scorecards and dashboards
Data mining including heavy text mining for gaining insights from text
Generate insights, trends and actionable recommendations, leading to implementation of initiatives and projects
Ability to build relationships and work cross functionally within partners teams (including Business Intelligence, Customer Care, Customer Experience, Business Units) Position Description
This position is responsible for the operation of a department.
An individual in this position will be expected to perform additional job related responsibilities and duties as assigned and/or necessary.
Manages the development and execution of cross-functional projects (for example, systems, reporting, analytics) and analytics initiatives for Global Marketplace by partnering with business to determine needed capabilities to support global business strategies
Evaluating existing systems capabilities and identifying strategic gaps
Determining systems solutions that are sustainable
Developing project plans based on business needs
Working with project stakeholders to ensure alignment on project strategy and results
Driving projects to completion and presenting results to leadership.
Analyzes and interprets information to improve business efficiency and effectiveness by identifying industry data trends (for example, reputational metrics, seller scorecard indicators) and benchmarks
Designing, coordinating, and implementing new reporting, analysis, and data-management solutions
Providing guidance and advising on next steps based on insights objectives and research
Proposing improvements for strategic and tactical initiatives (for example, driving experience scores, increasing reputation measures) and promoting the application of insights to support departmental and leadership decisions and goals.
