CLIENTFounded in 1995 in San Jose, California, eBay Inc. connects millions of individual buyers and sellers, as well as small businesses, globally on a daily basis through eBay, the world’s largest online marketplace and PayPal, which enables individuals and businesses to securely, easily and quickly send and receive online payments. The company also reaches millions through specialized marketplaces such as StubHub, the world’s largest ticket marketplace, and eBay Classifieds sites, which together have a presence in more than 1,000 cities in the world.
eBay’s more than 90 million active users globally have a staggering collective impact on e-commerce: In 2009, the total worth of goods sold on eBay was $60 billion -- $2,000 every second.
Headquartered in San Jose, California, eBay has more than 15,000 employees located all over the world and more than $8.7 Billion in annual revenue. The company has been listed for the last two consecutive years as one of Fortunes “500 Best Companies to Work For”.
The company’s North America Customer Service organization is managed from their Draper, Utah site where more than 1,000 employees are located.
PURPOSEActing as a member of the Global CS HR leadership team, the Director, Human Resources – North America Customer Service will provide strategic and hands-on HR leadership to the Customer Service organization to drive superior business performance and results.
DUTIES AND RESPONSIBILITIES· Act as a strategic partner to the senior leadership team to drive the people strategy, organizational design, leadership development and process of change and transformation that will build stronger functional organizations capable of enhancing business performance.
· Strengthen the leadership team of each function by providing coaching and leadership development to senior executives.
· Act as a change-agent as the business continues to reshape itself around the customer with a goal of providing a world class customer service experience. Key metrics include Net Promoter Score and first contact resolution.
· Execute seamless human resources processes across the organization. Leverage all HR programs, policies, processes and systems.
· Partner with HR corporate functional areas and COE’s (i.e.: MyHR, Staffing, Comp & Benefits) to deliver superior HR services.
· Partner with the human resources leaders across the Global CS Organization to ensure alignment of objectives and communications across the organization.
· Advise and influence all levels of management on performance management, organizational development & effectiveness, and management effectiveness.
· Partner in developing the human resources strategic direction for the business.
· Represent the North America Customer Service team’s business and human resources needs to the global human resources organization.
ORGANIZATIONThe Director, Human Resources – NA Customer Service will report to the Senior Director, Human Resources – Global Customer Service.
This position will have no direct reports; however the incumbent will work closely with eBay’s MyHR shared services and Learning & Organizational Development teams to facilitate HR tasks such as employee relations, talent review, staffing, compensation and benefits.
QUALIFICATIONS· Bachelor’s degree in Business or Human Resources or a related degree is required. Master Degree/professional certification is preferred.
· Minimum of 12 years progressive experience in HR functions is required, including at least 5 years experience working in a generalist capacity.
· Demonstrated experience providing executive leadership coaching and development is required.
· Experience leading the HR function of an organization that is experiencing growth and transformation; utilizing key disciplines in change management and HR/organizational design is required.
· Demonstrated success interfacing and influencing the senior leadership of an organization as an advisor in which keen business acumen, understanding of financials and market trends as it relates to the HR function were critical to the success of the business is required.
· Demonstrated experience managing the human resources services in a technology, large consumer branding or financial services organization is highly preferred.
· Experience and knowledge of Six Sigma processes and tools is preferred.
KEY ACCOMPLISHMENTS (in the first 6 to 12 months in this position)
· Establish credibility, rapport and recognition as a credible and influential HR partner with the Customer Service senior leadership, MyHR and Learning & Organizational Development peers.
· Develop and begin execution of an individualized leadership coaching plan for senior leaders which is tailored to their development needs.
· Assess, build and implement an organizational development plan that is effectively aligned with the business goals and objectives to transition to a customer-centric culture.
· Drive an overall increase in eBay market share and Net Promoter Score through providing superior HR leadership and counsel.
