eBay EU Transportation Delivery Manager in London, United Kingdom

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Manager, Delivery Operations, EU Transportation and Logistics

We are looking for an exceptional individual to join our EU Transportation Team. You will be based between our London offices and our Customer Service facility just outside North East London. This role includes ensuring that our shipping and logistics solutions operate at a world class level, providing high quality services at all times and managing multiple internal and external stakeholders to ensure that these solutions deliver operational excellence.

This position will have responsibility for the daily operations of a numbers of our current and future shipping initiatives, including process improvements, defect reduction, partner escalation, Service Level management and performance reporting.

The role will report to the EU Deliver Operations Manager, part of the EU Transportation Team which aims to improve buyer and seller experience by reducing shipping costs, removing friction and improving convenience.

Responsibilities

  • Carrier management – SLA performance tracking + issues resolution

  • Customer Support interface – keep close contact with CS to identify and resolve issues

  • Identify and assess opportunities to improve eBay’s shipping and logistics solutions and make recommendations to deliver best in class solutions, working especially closely with the EU Transportation Partnerships team.

  • Finance/reporting – keep regular meetings with finance to review issues; approve invoices; coordinate on forecast

  • Hold regular meetings with Clients and Carriers to continually improve service

  • Act as point of contact for service issues, lead resolution through internal and external stakeholders

  • Operational management of partners to ensure world class service delivery for our Sellers and Buyers

  • Gather business intelligence on competitor delivery and fulfilment strategies and generally stay abreast of latest thinking in shipping and logistics

  • Implement and manage reporting and early warning solution to enable clear communication of current state across all program areas and alert if any areas are under-performing

  • Monitor and communicate shipping initiative execution status

  • Build robust relationships with internal and external stakeholders

Preferred Qualifications

The ideal candidate will have a combination of operational and analytical skills, gained in omnichannel retail, or shipping and logistics service provider, or omnichannel consulting environment. They will have worked in shipping and/or logistics roles and have experience managing multiple third party partners. Ideally, they will have cross-functional experience working with multiple stakeholders in a complex matrix organisation. Preferred qualifications and skills include:

  • Experience in a logistics/supply chain operations role

  • Strong verbal and written communication and presentation skills – ability to convert complex problems into addressable solutions

  • Excellent collaborative problem-solving with a high level of maturity and judgment. Strong analytical and strategic thinking skills in order to be able to challenge, influence and make recommendations within the business relating to stakeholder concerns

  • Knowledge of carriers, shipping and fulfilment solutions

  • Strong relationship building, energising and influencing skills with peers and senior stakeholders across multiple functions and geographies

  • Personal qualities:

  • Professional style and manner – ability to project gravitas, authority, credibility

  • Comfortable operating within multiple priorities and objectives

  • Energetic, flexible, and comfortable with working through ambiguity

  • A strong team player, who thrives in a collaborative setting and works well within a global, matrixed environment

  • Empathy, good emotional intelligence as well as cultural sensitivity

  • Diplomatic, with the antennae to pick up on, and manage, organizational and cultural sensitivities

  • Ability to keep a calm head and think clearly and quickly under pressure to make the right decisions

Job Requirements

  • Proven experience of building and maintaining positive and productive relationships with internal and external stakeholders

  • Organised and detail oriented with a desire to deliver excellence at all times

Shift: Monday – Friday, office hours although there will be occasions when work needs to be completed during an evening or weekend.

eBay is one of the best known consumer brands in the world, connecting millions of buyers and sellers everyday and offering one of the broadest and most diverse selections of products on the web. In Europe our business drives tens of billions of sales across 13 different country sites, with Germany and the UK our largest EU markets.

The core of eBay’s business is the unique selection of products it offers to buyers, through the world’s largest selection of sellers. Our sellers come in many shapes and sizes: individuals selling used products for cash as auctions, entrepreneurs turning an idea into a flexible income stream for themselves and multi-million pound/euro/dollar businesses using eBay as a fixed price retail channel. eBay operates as a marketplace bringing sellers and buyers together, generating sales for our sellers and monetising that mainly through commission fees.

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eBay Inc. is an equal opportunity employer, dedicated to workforce diversity. All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability or long term unemployment circumstances. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.