About the Team: E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high‑quality standards. The Service and Support Center (SSC), part of the GNE organization, is dedicated to delivering world‑class service and experiences to customers, sellers, and creators globally.

• Service Strategy Design & Automation Ownership: Lead the design, implementation, and optimization of buyer service strategies across chatbot and automation channels. Translate business objectives, customer experience goals, and policy requirements into scalable automation solutions that balance customer satisfaction, resolution effectiveness, and operational efficiency.
• Chatbot Performance Management & Root Cause Analysis: Own key chatbot performance metrics, includin...