Coach Manager DE Customer Experience

eBay CS Germany - Berlin, Berlin

Posted 732 days ago
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    Human Resources, Sales
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This is a preview of the Coach Manager DE Customer Experience job at eBay CS Germany. To view the full job listing, join LinkedIn - its free!Join LinkedIn - its free!

About this job

Job description


Effective coaching support is a critical component to execute against brilliant basics and drive toward service excellence in our journey to be "The Best".

As the Customer Experience Coach Manager you will be a master coach, responsible for building individual and team coaching capability, proficiency and enhanced delivery of customer experience for our UK and ROE Customers driving an engaged and loyal eBay community.

The Coaching team will partner with the Customer experience team to provide consistent coaching on and positive reinforcement of our 5 Qualities - Timeliness, Accuracy, Professionalism, Reliability & Empathy - creating trust and engagement.

You will be a key driver of instilling a coaching culture across all levels within the business.


  • Building the UK and ROE Coaching team identity, representing the team with all other eBay departments and driving global alignment.
  • Drive performance improvement through integrated and real time coaching - motivating your team to be the best
  • Regularly monitor and review our coaching model, processes and measure results and performance to ensure team exceeding agreed goals and priorities based on those of the team they're supporting
  • Leading, coaching and developing our Coach team, actively driving personal development & skills acquisition
  • Establish a team development model, assess against it and determine how to take the team to the next level (e.g. learns their aspirations; helps them identify what they excel at and enjoys doing; helps identify gaps in their skills, experiences, and abilities; seeks opportunities to help them grow in a variety of ways)
  • Create development plans that further develop and leverage strengths; addresses long-term career goals; targets identified gaps; and stretches individuals to develop their capabilities.
  • Seek out and share both informal and formal feedback, follow through with actions and commitments on what is learned (e.g. asks what to start, stop, continue; share timely observations, grounded in facts)
  • Provide support by listening and offering resources and advice to help team members achieve their development goals.
  • Capitalize on the strengths of the team to meet business needs.

List and describe the essential responsibilities of the position for which the individual is held accountable.

Key Experience Required

  • Business Coaching Qualification essential.
  • Qualified candidates should have 3-5 skills years of coaching experience in a relevant multi channel high tech service environment.
  • Experience & comfort working in a highly matrixed organisation - ability to drive a virtual team
  • Broad business / cross functional focus & understanding
  • Demonstrated ability to influence at next level, display managerial courage, ability to develop strong professional relationships and influence others.
  • Proven ability to drive consistency in leadership, policies and processes
  • A strong track record of developing direct reports and building effective teams
  • High sense of quality demonstrated by a history of exceeding quality and performance expectations in past career responsibilities.
  • Positive attitude and ability to be a team player
  • Flexible in order to accommodate the needs of the business
  • A successful track record in achieving and exceeding operational goals.
  • Excellent listening skills, excellent verbal and written communication,
  • Excellent Problem Solving and Decision Making Skills
  • Strong ability to handle multiple tasks & meet deadlines in a changing environment
  • Ability to challenge the status quo
  • Must be fluent in English, additional language skills an advantage

Knowledge, skills, abilities, experience, and education required to perform job.

About this company

eBay CS Germany

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