eBay Inc.

Sr. Manager, NA Service Delivery Finance

eBay Inc.

April 16, 2021

The Head of North America Service Delivery Finance is responsible for financial business partnership, planning and stewardship for eBay’s Global Customer Experience (“GCX”) organization, which provides customer support and outreach to all of eBay’s buyers and sellers. Reporting into the Director of GCX Finance, the candidate will partner with North American GCX leadership to ensure optimal financial and operational outcomes and actionable insights while serving GCX Finance’s mission of helping eBay’s customers and solving their problems in the quickest, simplest, easiest, and most cost-effective way possible…while making them feel great about eBay along the way.
S/he will track, understand, and drive performance for North America Service Delivery, Australia Service delivery and Global Payments/e2M Service Delivery while providing financial stewardship, transparency, and actionable insights to business partners.
S/he will work closely together with GCX business partners, Global GCX and NA Markets Finance, and Workforce Operations & Analytics.
Key Responsibilities
Business partnership – ensuring the best combined operational and financial outcomes for GCX:
  • Partner with GCX Leadership Team, Workforce Operations, and GCX & Business Unit Finance
  • Guide optimal resource allocation by providing a clear and compelling understanding of the relative value of competing business decisions
  • Articulate a clear, concise, and actionable narrative of performance
  • Identify and drive actionable outcomes based on analysis of operating trends
  • Challenge budget owners based on operational finance trend and variance analysis
  • Achieve optimal GCX and eBay Inc. financial outcomes

Business planning and financial & operational analytics – helping our business partners innovate operationally while performing against their financial targets:
  • Model and interrogate business cases and ROI’s that support strategic and tactical decision-making within GCX and adjacent functions
  • Define actionable framework for initiative tracking and business performance

Financial planning & reporting – giving leadership insight into financial architecture and resource allocation decisions through transparent stewardship:
  • Support regular cycles for strategic planning, budgeting, and forecasting
  • Establish efficient and impactful finance processes, including simplification of the financial forecasting process, allowing increased focus on operational financial performance and insight generation
  • Present financial performance to North America Service Delivery, Australia Service Delivery and Global Payments/e2M Service Delivery, leadership, including recommendations for optimizing financial architecture and investment timing/decision-making.

  • Strong work ethic and interpersonal skills, with an emphasis on teamwork, initiative, and integrity.
  • Respectful but tenacious questioning of the status quo; always looking for smarter/faster/more impactful ways of operating
  • Passionate about bridging the gap between finance and operations – a strong financial “inbetweener” who knows how to hold one’s ground both with CFO’s and operators
  • Naturally inquisitive business drivers; you go beyond and position yourself as equally accountable for business, financial and KPI goals and will thrive by demonstrating the creativity, agility and business partnership that is required to achieve them.
  • Proven track record of working effectively with senior business and finance leaders, showing confidence, interpersonal awareness, and poise. You will have experience protecting and enhancing Finance’s reputation with the business unit.
  • Highly analytical, strategic, and detail-oriented, with a commitment to excellence and a passion for understanding the business.
  • High energy and superb attention to detail and the ability to prioritize and deliver in a deadline-oriented and dynamic environment.
  • Superior communication skills – verbal, written & presentation skills. Ability to transition seamlessly from complex analyses to simple/precise business implications.
  • A global mindset and ability to work effectively with teams from various cultures and time zones.
  • Ability to identify and drive critical projects, as well as manage multiple tasks simultaneously in a dynamic environment.
  • Possessing good judgment and mature decision-making skills. Diplomatic yet assertive, with an ability to push back when needed and to know when to follow up with others.
  • Hands-on, resourceful and a doer. Able to work autonomously but also operate as part of a strong, cohesive team.
  • Having a personality that people warm to and a sense of humor built on a foundation of personal integrity, humility and an appreciation for the power of partnership.

Desired skills & experience
  • 8-12 years (including 2+ years of people management) of increasing responsibility in finance, management consulting, or operations roles with a bias towards customer service, staffing, manufacturing or similar fields desired, but not critical
  • A MBA is a distinct advantage.
  • Experience in nimble teams within a large, multinational organization and broad functional exposure
  • Refined communication and presentation skills
  • SQL / analytics skills highly valued but not critical
  • Travel up to 25% within North America

eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. 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.
For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement
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