About the role and the team

The eBay Global Customer Experience (GCX) team is responsible for building exceptional customer service experiences for our buyers and sellers. The role we are hiring for is Head of Business Performance, which will lead the team of Performance Analysts and will report into the Senior Director of Strategy, Innovation and Business Performance. This team is accountable for the analysis, interpretation, and implementation of strategies to improve the overall performance of the organization. The successful candidate will align and consolidate reporting across all business units and contextualize the value that GCX adds to the wider eBay organization! This position is full-time and located in our Dublin office. 

What you will accomplish

• Developing and implementing a consistent suite of performance reports and scorecards, that will delivery a deep understanding and provide valuable insights into the key operational metrics. 

• Establish the key performance indicators (KPIs) and metrics to set business targets and track progress against goals and objectives. Monitoring these metrics and providing regular updates to management and partners. 

• Regular reporting on the business performance, interpreting the data and providing valuable insights and recommendations to senior management. Consolidating and communicating performance results and supporting strategic plans throughout the organization. 

• Driving continuous improvements in performance reporting to provide actionable insights and provoke innovation. 

• Creating and owning a clear governance structure for reporting, data management and scorecard metrics. 

• Defining clear project controls to track and monitor success and insights from initiatives.  

• Providing performance recovery recommendations to relevant collaborators and senior leaders to support effective decision making.  

• Continual analysis of the macro environment, monitoring industry trends to find opportunities for GCX.  

• Establishing and maintaining strong working relationships across Customer Service and eBay. 

• Delivering compelling data and insights to senior leadership, to support quicker decision making and shaping Strategy and innovation. 

• Owning the business performance team of two direct reports encouraging collaboration, cultivating a positive and inclusive team aligned with GCX’s purpose and goals. 

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

• Working with team members across the organization to ensure alignment and build strong partnerships. 

What you will bring

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

• Excellent communicator, with the ability to deliver clear, persuasive and engaging presentations, effectively tailoring messaging to suit different partners. 

• Strong people leadership skills, aligned to our leadership essentials.  

• Skills in problem definition, synthesis & recommendation development.  

• Strong partnering and collaboration skills.  

• Guide the team on appropriate use of systems and tools (such as SQL, Tableau, Micro Strategy and Excel) in relation to Performance Management, Analysis & Reporting.  

• +8 years experience as an Analytics / Reporting global leader with a degree in Computer Science or Engineering or related subject area, or equivalent experience.  

• +8 years experience leading global teams of direct and/or indirect team members to deliver transformational results. 

• Experience working on broad/business-wide projects and initiatives working directly with senior management preferred.  

• Core Proficiencies in: Sophisticated Analytics, Data Sciences, BI, Process Optimization, & Operational Controls.  

• Exceptional business judgment and quantitative analytic ability. 

• Intellectual curiosity, passion for problem-solving, and comfort with ambiguity. 

• High energy and a desire to work in a results-oriented, fast growth environment.  

• Strong promoter of diversity and inclusion as a natural way of conducting business. 

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