The team safeguards the order pipelines; monitoring, tracking, and managing risk to ensure long-term customer satisfaction. Operations division achieves this through a combination of automated and manual investigations of the both sides. A senior manager is required to support the growing business in Japan. This position would be responsible for managing all aspects of Risk Transaction & Operations. The team supporting Japan is currently located in overseas. The processes this team  supports include Buyer Risk, Seller Risk, and A-to-Z Guarantee Claims Investigations.

We are looking for an exceptionally motivated and capable Analytic, Operations, Metrics, and Process Improvement Manager. This is a highly visible and impacting role within the group as well as across the department. You should thrive and have demonstrated success in an environment which offers ambiguously defined problems, big challenges, and quick changes. You will be expected to balance strategic thinking with detailed execution and solid cross-functional collaborative results-oriented working. Success for a team such as ours can be viewed in terms of the positive change we drive, and the quality of actionable data we provide to our customers.

Responsibilities:

• The successful candidate will set the vision, direction and culture of their teams by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding their teams accountable to meet and exceed performance targets.
• Achieve operational excellence and process improvement in service level agreements.
• Create and maintain clear metrics on our investigation handling, performance, and decision quality.
• Enforce policies for item listing restrictions, intellectual property violations, and other legal enforcement requirements.
• The manager’s success will be measured by their ability to drive operational efficiencies across all processing areas while improving customer experience. Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills.
• This role blends operations, product management, customer service, global strategy, finance, and usability.
• Fluency in Japanese and English is required.
• Operational Excellence (black belt/green belt) skills are a plus.