Director, Seller Experience & Trust - #19529244
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The Commerce Operations team ensures Sellers achieve success and Buyers can transact seamlessly through trusted connections on Facebook's family of Apps. Social Commerce is the future of online purchasing and we are at the forefront of creating, building and scaling that experience for our billions of users. We are seeking a leader to build and lead our Seller Experience and Trust organization. This individual will assume management responsibilities as it pertains to Seller Onboarding, Seller Health, Growth opportunities for Sellers, 1:1 support, along with programs that enable Sellers to provide exceptional customer experiences for their buyers.
Director, Seller Experience & Trust Responsibilities
- Build strong global cross functional relationships across Product, Marketing, Partnerships and Engineering
Create programs to ensure seller and buyer loyalty geared towards retention
Manage Seller Performance end-to-end. Including but not limited to how we measure seller performance, what we do with that data to improve performance and what are the levers we can pull
Identify key areas of improvements as it pertains to the Seller Lifecycle
Manage a team of high touch Account Managers to support strategic partners
Measure and responsible for Seller Sentiment
Service Sellers as their journey unfolds, meet them where they are
Build and manage a global team with high engagement and retention
- 10+ years of experience in commerce and technology
10+ years experience leading and developing teams
Operational and Customer Service skills
Experience building and executing against KPI's
Communication skills and executive presence
Experience working with global teams
Success in working across large matrixed organizations
Experience talking with sellers in high pressure situations
About the Facebook company
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.
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