Director of Customer Strategy & Innovation  

We are seeking a Director of Strategy & Innovation to lead the Global Customer Experience (GCX) Strategy and Innovation Team. The individual will be responsible for supporting the development of the GCX innovation and strategy plans, incorporating the eBay strategic plans, and influencing end-to-end customer experiences. 

This role will report to the Senior Director for Strategy, Innovation and Business performance, working closely with the GCX leadership team supporting them with the process and structure needed to formulate the innovation and strategy for GCX. The successful candidate will be key in supporting the GCX leadership team with driving the strategy formulation, staying abreast of emerging change needs and surfacing future considerations to the leadership team. They will also bring thorough attention to detail in developing business plans and roadmaps for the organization! 

Job Responsibilities 

• Establish and align innovation and strategic direction, ensuring oversight across all GCX initiatives. 

• Provide guidance on global innovation and strategy design principles to ensure consistency and consolidation across GCX. 

• Be a key source of innovation and critical thinking, acting as a business partner champion for innovation and strategy. Partner with GCX leadership team, Operations Leaders, Technology & Shared Service leaders. 

• Partner with the GCX leadership teams in translating innovation and strategy into actionable plans. 

• Support and influence leaders with prioritizations and resourcing to implement innovation and strategic plans. 

• Conduct external research on consumer, people, technology, and innovation trends relevant to GCX. 

• Integrate ever-evolving customer insights, employee needs, industry trends, and overarching eBay company objectives into the GCX strategy. 

• Establish clear business requirements and success metrics for innovation and critical initiatives. 

• Lead the Strategy & Innovation team through persistent collaboration, while cultivating a positive and inclusive environment aligned with GCX's purpose and goals. 

• Demonstrate our Leadership Essentials to attract and engage great people, simplify and focus on what matters, drive diversity equity and inclusion, develop teams and individuals, and lead with agility and inspiration. 

• Work with partners across the organization to ensure alignment and build strong partnerships. 

Essential Job Requirements 

• 10 years+ Customer Strategy and creating customer experiences 

• 8 years+ leading a team 

• Demonstrated success in driving innovation and supporting strategy in fast-paced environments 

• Strong interpersonal skills with the ability to build relationships across all organizational levels. 

• Exceptional leadership and influencing skills, with the ability to drive change and build consensus across all levels of the organization. 

• Excellent presentation skills. 

• Proficient in utilizing data, insights, research, and practical experience to address and clarify ambiguous situations. 

• Skilled in communicating complex technical concepts clearly and simply, both verbally and in writing. 

• Established track record of effective collaboration with senior leadership in an operations setting. 

• Very strong people leadership skills, aligned to our leadership essentials. 

Advantageous to Have: 

• Experience working within an e-commerce / Global environment 

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