E-commerce SOP Enablement Program Manager

Responsibilities

E-commerce Service and Experience Team is part of the Governance and Experience organization and includes the functions of Customer Service, Seller Support, Creator Support, Global Operation Excellence and Global Experience Management. Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for an SOP Enablement Program Manager responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability for SET.

Roles & Responsibilities
1. Develop SOPs for local Customer Service, Seller Support, and Creator Support teams.
2. Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
3. Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.
4. Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed
5. Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
6. Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.

Qualifications

1. Bachelor’s degree or equivalent practical experience.
2. 3 years of experience in operations, program, or project management; preferably with experience in developing Standard Operational Procedures (SOPs).
3. Familiarity with SOPs – executing, contributing to, and creating them.
4. Experience working cross functionally with tech and non-tech teams
5. Experience in eCommerce or marketplace platform is a plus.
6. Billingual or multilingual is highly preferred but not required.