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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 team and the role: With innovative and exciting operational initiatives, the Authentication Operations team is a fast-paced and passion-filled team to be a part of. This team has successfully launched watches, handbags, sneakers, trading cards, jewelry and apparel authentication in the US, CA, AU, UK, DE and JP in under four years. We are a group of unique and diverse teammates who together make a complete business unit and are seeking a Sneaker Authentication Operations Leader, to drive success in our new Louisville, Kentucky facility.

You will be joining the Global Facility Operations team and reporting to the functional operations manager of our Louisville, KY facility.  You will be responsible for directing all sneaker authentication operations in your facility. You will also be responsible for all safety, budgetary, people management, people development and operations objectives for your team. Additional responsibilities include but are not limited to managing and leading a team of hourly employees, coaching and mentoring the team to ensure performance objectives are consistently met, identifying gaps in process and performance and actively working to close them.  Building positive employee relations and leadership bench strength within the team. You will collaborate regularly with internal and external partners to ensure alignment to eBay principals and business goals.

Job Summary: We are passionate about connecting buyers and sellers around the world, creating opportunities through commerce and technology. As an Exceptions manager, you will play a key role in managing day-to-day operations within our customer service process. You will ensure that both buyer and seller orders are properly maintained, and processed, while collaborating with various internal teams to resolve exceptions efficiently. 

Key Responsibilities: 

1. Customer service Management: 

○ Handle day-to-day customer orders across product categories, including but not limited to SNADs (Significantly Not As Described), PSNADs (Potentially Significantly Not As Described), counterfeit claims, label issues, and 

determination guidance. 

○ Ensure prompt resolution of exceptions to maintain service level agreements (SLAs) and customer satisfaction. 

2. Operational Management: 

○ Oversee exceptions management within receiving, shipping, and other customer-related processes. 

○ Collaborate closely with internal teams, including customer service 

representatives, to ensure seamless resolution of catalog-related issues.

3. Capacity Planning: 

○ Support capacity planning efforts to ensure adequate resource allocation and workload management. 

○ Provide insights on productivity trends to optimize operational efficiency.

4. Collaboration and Communication: 

○ Develop strong working relationships with category managers, operations managers, and cross-functional teams. 

○ Communicate effectively to resolve issues and share best practices. 

5. Performance Management: 

○ Own and monitor productivity measures and key performance indicators (KPIs) for catalog operations and exception management. 

○ Analyze department performance to identify areas for process improvement.

Qualifications: 

● 3+ years of experience in warehouse management, catalog operations, or a related field. 

● Experience in resolving complex customer queries and operational issues.

● Strong analytical skills with a focus on operational efficiency.

● Excellent communication and cross-functional collaboration skills. 

● Ability to work independently with a sense of urgency. 

● Strong attention to detail and organizational skills. 

● Demonstrated leadership abilities and capability to lead by example.

● Effective time management and prioritization skills. 

Preferred Qualifications: 

● Experience working within e-commerce platforms or large-scale operations.

● Familiarity with exception management processes and tools. 

● Background in cross-category management and product cataloging. 

Join us and be a part of our mission to create an exceptional e-commerce experience. Apply today to contribute to a dynamic and collaborative environment!

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.

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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 talent@ebay.com. 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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