Operation Excellence Lead- E-commerce- USDS

Overview
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk‑free sales environment, and providing the perfect purchase experience. The Service and Moderation Team (SMT) is part of GNE. SMT is looking for an Operation Excellence Lead to be responsible for day‑to‑day operations, drive go‑to‑market initiatives, define a global extended workforce plan and strategy, and drive quality programs to identify problems in SOPs and processes. The role provides key analytical, reporting, and forecasting support for the group and develops reporting and variance analysis regarding weekly, monthly and bi‑monthly statistics while providing support and recommendations on performance.

Responsibilities

Develop service quality strategies for contact centers, ensuring cross‑functional alignment of service delivery goals and execution, and helping teams drive strategic partnerships and new initiatives forward.

Align company priorities with excellent daily operations, design and lead growth initiatives for long‑term success.

Lead a global program team to boost contact center training, quality and knowledge management.

Lead global workforce management strategies and resource optimization.

Lead global business analysis, identify opportunities based on dashboards, push global improvements through strong collaboration with regional service delivery heads.

Analyze and develop insights on business performance and core performance metrics, and support preparation of weekly and monthly business reviews.

Define and build organizational capabilities for extended planning, governance and operational efficiencies.

Qualifications

BA/BS degree or equivalent practical experience, advanced degree.

5+ years in a service or experience management consulting role.

Experience in program management and ability to manage large, complex programs and drive change.

Strong leadership, self‑motivated and able to thrive in ambiguity and in a matrix environment.

Ability to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.

Excellent analytical, organizational, stakeholder management and problem‑solving skills.

Preferred Qualification:

Experience in eCommerce or marketplace platform is a plus.

Job Information
Compensation:

The base salary range for this position in the selected city is $104,712 – $192,534 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the total package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and restricted stock units.

Benefits:

Employees have day‑one access to medical, dental and vision insurance, a 401(k) savings plan with company match, paid parental leave, short‑term and long‑term disability coverage, life insurance, wellbeing benefits, and others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of paid personal time (prorated upon hire with increasing accruals by tenure). The company reserves the right to modify or change these benefits programs at any time, with or without notice.

Reasonable Accommodation
USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA.

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