GCX Program Manager

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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 Role And The Team

As a Global Customer Experience (GCX) Program Manager you will be responsible for planning and managing programs of work in support of specific business units. You will lead a team of Project Managers ensuring that programs and projects are defined, outcomes are established, and timelines are set. You will also be responsible for tracking and measuring compliance and accuracy of program reporting, leading planning cycles, and bringing industry best practices to the team. The ideal candidate will have a strong understanding of the customer service business, good knowledge of eBay's site, and the ability to navigate the GCX organization to achieve business goals! As a Program Manager, you will play a crucial role in driving the success of our programs and projects, ensuring alignment with business goals, readiness of the GCX organization and fostering a hard-working team environment. You will be an active steward of our things we value, guiding your team and making decisions that align with our principles and objectives!

What you will Accomplish

• Lead, direct and manage a team of Project Managers.
• Define program and project scopes, expected outcomes, timelines, and assign project staff.
• Track and measure compliance and accuracy of program reporting using tools such as JIRA, Google and Microsoft suites.
• Lead planning cycles and identify impacts for releases, ensuring proper tagging and capacity estimations.
• Estimate and prioritize effectively during business planning cycles.
• Bring industry standard processes to the team and ensure adoption of project management processes and documentation.
• Establish and maintain relationships with business unit owners, understanding their goals and creating shared objectives.
• Collaborate with cross-functional leaders for successful alignment and solution implementation.
• Provide regular program readouts to partners, including KPIs and project health updates.
  
  
  

What You Will Bring

• Bachelor’s degree or equivalent; Advanced degree or equivalent experience preferred.
• 5 years of Project or Program Management experience, or relevant industry experience.
• Certifications such as PMP, Agile, or PgMP are preferred.
• Solid understanding of project management methodology and corporate program administration.
• Experienced in stakeholder management, resource management, and change management.
• Ability to navigate complex situations, make sound decisions, and manage multiple business unit relationships.
• Strong interpersonal skills and ability to influence across different levels of the organization.
  
  
  

Additional Skills

• Resilience to change and setbacks, with readiness for potential disruptions.
• Ability to lead, encourage, and empower teams, fostering a climate of trust and empowerment.
• Capability to coach and mentor others on leadership and project management.
• Comfortable managing complexity and ambiguity.
  
  
  

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