Team Introduction

Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for our users, sellers, and creators. We value user satisfaction and work on rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization and our mission is to provide world‑class service and experience for customers, sellers, and creators.

Responsibilities

Service Strategy Program Manager for customer service to manage the service operation, improve the customer experience, and drive continuous improvement with cross‑functional teams.

• Design detailed service strategies for customer support, defining interaction policies, processes, and solution capabilities.
• Develop and maintain a standardized service framework (Master Service Doc) tailored for customer service, enabling easy adoption and continuous refinement by PE and cross‑functional teams. ...