Global E-Commerce - Oncall Escalation Program Manager

Responsibilities

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.

SSC is looking for an Oncall Escalation Program Manager role who is responsible for handling escalations and complex cases for the Oncall Service and Operation team. Responsibilities:

• End-to-End Escalation Management: Establish and own the escalation management framework, including SOPs, processes, and guidelines.

Manage seller and creator escalations from internal stakeholders through the ticket system, acting as the incident commander for critical issues.

• Resolution & Root Cause Analysis: Identify the root cause of escalated issues and provide...