Operations Service Manager jobs at Ebay in Italy, Milan

to join our rapidly growing program. This person will work closely with the Programming & Production Lead and Collectibles Marketing lead. You will implement our programming and content strategy, focusing most significantly on implementing the programming, and creating an appealing content to generate traffic. You will also develop social media content to engage/expand our communities. This role requires a good understanding of different buyer needs across categories such as trading cards, collectibles, arts & antiques and fashion, the ability to identify trends and cultural events. You will analyze the results of each of our campaigns to get as much insight as possible to grow our business.

What will you accomplish:

• Build a calendar of events and live selling franchises

• Support our sellers to produce high-end content

• Develop social media content with our agency to engage and attract new sellers & buyers

• Monitor media strategy with our agency

• Collaborate with top sellers, agencies, and internal teams (based in EU and US)

What You Will Bring:

• A first experience in programming and/or and/or producing and/or social media

• Ideally: experience with dealing with creative agencies + “hands-on” profile

• Creativity & Agility

• Organized, with strong project management skills

• Strong interest in collectibles/Live shopping/streaming/e-commerce

• Fluent in English and Italian

You will be the key local expert on shipping, translating the realities of the Italian logistics ecosystem into actionable solutions for eBay. Your primary responsibility will be to develop, implement, and optimize shipping programs and partnerships, while also finding opportunities to expand into adjacent areas such as payments, buyer/seller trust.

This role requires deep knowledge of Italian carriers, service models, and operational nuances. You will work closely with cross-functional teams including product, engineering, marketing, account management, legal while also owning relationships with external carriers and service providers. This position requires someone who can seamlessly shift between t echnical execution and commercial exploration, translating market insights into actionable business outcomes.

• Own and lead eBay’s shipping strategy in Italy, ensuring efficient service performance, cost efficiency, and customer happiness.

• Collaborate with an expansive global shipping organisation and implement global strategies related to Italy

• Translate Italian market dynamics into business requirements, collaborating with internal product and platform teams to influence roadmaps and priorities.

• Develop and maintain relationships with national shipping carriers and 3rd parties, crafting mutually beneficial partnership models.

• Scope, lead, and negotiate new partnerships with carriers and third-party providers—from business model design through to legal and contract closure.

• Explore and assess new service opportunities emerging from the logistics and retail landscape, as well as areas like payments and buyer/seller trust.

• Analyze key performance metrics and external factors (e.g., strikes, seasonal trends) to maintain and evolve retail standards in Italy.

• Serve as a bridge between external partners and internal teams, aligning local needs with global capabilities.

• Champion a data-informed, customer-centric approach to problem solving and opportunity development.

• Deep knowledge and experience within the Italian logistics and retail services market, including experience with key carriers and service models.

• Strong experience in program or operations management in e-commerce and logistics.

• Demonstrated capability to negotiate and lead commercial partnerships with carriers, including contract setup and legal processes.

• Shown ability to act with autonomy while connecting cross-functional teams in a matrixed, international environment.

• A dual approach: organised, analytical, and detail-focused, with the curiosity and business insight to explore and cultivate new possibilities.

• Strong analytical skills to monitor performance and interpret complex data sets in context.

• Experience collaborating with internal teams across product, marketing, account management, and seller operations.

• Fluent in Italian and English.

What You Will Accomplish

• Lead new sellers through the full onboarding process, including setup, training, and launch readiness.

• Serve as the primary point of contact and account owner for the first 6 months and beyond, ensuring continued growth, engagement, and happiness.

• Accompany sellers through key moments in their lifecycle, supporting performance, troubleshooting issues, and finding opportunities.

• Be a subject matter authority (SME) on platform tools, workflows, integrations, and problem resolution.

• Collaborate with internal teams (product, support, operations) to advocate for seller needs and improve their overall experience.

• Track key performance indicators and implement scalable, data-driven improvements to streamline onboarding and post-onboarding support.

• Develop onboarding and account success resources, guides, and processes to ensure consistency and impact.

• Gather seller feedback and insights to help evolve strategies and inform product or operational improvements.

What You Will Bring

• 2-4+ years in onboarding, account management, customer success, or seller enablement roles.

• Comfortable with tools, integrations, and tech workflows - able to guide sellers and resolve setup or operational issues.

• Shown experience supporting and scaling seller or customer programs from onboarding through account growth.

• Data-driven approach with strong analytical skills and a focus on process optimization.

• Background in e-commerce, marketplaces, or project-based environments.

• Excellent communication and relationship-building skills.

• Proficient in both Italian and English language (written and oral).
  

Over 80 brands have partnered with Certilogo, with 1 consumer connecting every 3.8 seconds to instantly verify the authenticity of the products they purchase, access content, information, and services offered through frictionless and curated branded journeys.

You will provide guidance for our client-facing data services, including dashboards and tailored insights, that help brand clients understand consumer engagement, measure the performance of our service, and assess issues such as counterfeiting activity. You will also provide strategic input, define requirements, and partner closely with engineering, and product teams to ensure that the solutions delivered align with client needs and business objectives.

Data Strategy, Governance & Infrastructure

• Define and implement a robust data governance framework that ensures high data quality, integrity, security, and compliance.
• Collaborate and consult on the evolution of our data infrastructure, including pipelines, models, and cloud platforms, in close collaboration with Engineering.
• Standardize data access policies and documentation to support scalable and efficient data operations across departments.
• Ensure business-wide alignment on KPI frameworks, data definitions, and ownership structures.

Client-Facing Data Services & Intelligence

• Lead the delivery of insights and dashboards for clients, providing visibility into product usage, counterfeiting signals, and performance metrics.
• Oversee the creation of tailored reports that support client decision-making and service optimization.
• Ensure high standards in data accuracy, timeliness, and clarity in all external deliverables.

Business Intelligence & Enablement

• Own and evolve the internal BI ecosystem, from dashboarding to reporting pipelines.
• Support leadership and teams with real-time and ad hoc insights that inform priorities and performance management.
• Promote data self-sufficiency across functions by enabling access to intuitive tools and training.

Cross-Functional Leadership & Strategic Influence

• Collaborate with Product and Engineering to align data infrastructure and access layers with both internal and client needs.
• Serve as a strategic partner to the GM and the Certilogo management team on all matters involving data and analytics.
• Mentor and guide internal team members and act as a thought leader in fostering a data-driven culture.

Privacy & Compliance

• Act as Certilogo’s point person for all matters related to data privacy and compliance.
• Coordinate with internal stakeholders (e.g., Marketing, BD, AM) to ensure alignment with privacy frameworks.
• Serve as the main interface with eBay Legal on data privacy governance, policies, and implementation.

What You Will Bring

• Strong experience in data analytics, governance, and BI, including senior roles with cross-functional impact and strategic ownership.
• Proven ability to lead data strategy, infrastructure planning, and governance programs at scale.
• Demonstrated expertise in data privacy and regulatory compliance , with a strong working knowledge of GDPR and related frameworks.
• Experience coordinating with legal teams on data privacy and compliance implementation .
• Hands-on familiarity with modern data stacks (e.g., Snowflake, BigQuery, dbt, Airflow), BI tools (e.g., Tableau, Power BI, Looker), and cloud platforms.
• Excellent communication and stakeholder engagement skills — including the ability to present complex insights to C-level clients and advocate for data initiatives internally.
• A collaborative, proactive mindset and passion for operationalizing high standards in data ethics and business enablement.
• Ability to mentor and guide junior talent, and foster a data-driven culture across the organization. This role will have 1 direct report.

What You Will Accomplish

• Lead the day-to-day activities of the Customer Service team, ensuring timely, effective resolution of client (B2B) and consumer (B2C) inquiries.

• Partner with the Head of Operations to develop, implement, and refine customer service strategies, policies, and important metrics.

• Hire, mentor, and coach team members to deliver consistent, high-quality service in line with Certilogo’s standards.

• Act as the customer concern point for sophisticated issues, ensuring swift resolution and root cause analysis.

• Track and analyze service data to uncover trends, improve processes, and enhance the customer experience.

• Report on team performance, service levels, and improvement initiatives to leadership.

• Be responsible for vendor service quality, ensuring alignment with contractual obligations and eBay/Certilogo compliance standards.

What You Will Bring

• Bachelor’s degree or equivalent experience in Business Administration, Logistics, Computer Science, Engineering, or related field.

• Demonstrated ability in customer service/operations management, ideally within a global or tech-enabled environment.

• Validated leadership skills with experience leading service teams across multiple channels or geographies.

• Strong communication, analytical, and conflict-resolution skills.

• Expertise with CRM systems (e.g., Jira, Zendesk) and customer service analytics tools.

• A proactive, collaborative attitude with a passion for improving service experiences.

• Confirmed experience in IT, manufacturing, fashion/apparel, or product labeling .

• Background in team training, enablement , or organisational change .

• Sophisticated understanding of omnichannel service tools and support automation.

• Professional certifications (e.g., ITIL, Six Sigma, COPC, or similar) are a strong plus.

With nearly two decades of experience, Certilogo has long been a pioneer for secure product authentication, and developed a security methodology, Secure by DesignTM, considered the global gold standard for digital product authentication in the fashion and luxury industry.

Over 80 brands have partnered with Certilogo, with 1 consumer connecting every 3.8 seconds to instantly verify the authenticity of the products they purchase, access content, information, and services offered through frictionless and curated branded journeys.

discover.certilogo.com for more details.

• Secure the targeted number of brand clients within the selected segment, achieving expected business development and sales outcomes like contract value and revenue, while aligning with the overarching business strategy.
• Actively contribute to shaping the commercial strategy and budget, implementing this through detailed plans to improve market penetration and meet predefined objectives.
• Develop and maintain the business development/sales pipeline, tracking progress using KPIs, and ensuring the company’s CRM is consistently updated.
• Offer input for product development based on insights captured from market analysis and interactions with prospects.
• Represent Certilogo at various events, trade shows, and interviews as required.
• Assist in crafting content for sales and marketing materials such as white papers, newsletters, and new sales collateral when required

• A robust network in the luxury and fashion industries.
• Validated, management experience in a high-impact, consultative sales role with a successful track record and international client exposure.
• Extensive knowledge of the technological landscape relevant to the fashion and luxury sectors, experience in selling SaaS solutions and digital services is an advantage.
• Well-versed in digital marketing for both B2B and B2C markets.
• Outstanding interpersonal and sales skills, strong communication abilities in Italian and English
• A team oriented approach that brings integrity, resilience, and a growth mindset.
• A background includes in consultancy or digital agencies within the fashion/luxury industry, sales for e-commerce platforms with validated experience in consultative sales, from pipeline to closing.
• Genuine passion for technology, innovation, and the fashion/luxury business!

About Certilogo

With nearly two decades of experience, Certilogo has long been a pioneer for secure product authentication, and developed a security methodology, Secure by DesignTM, considered the global gold standard for digital product authentication in the fashion and luxury industry.

Over 80 brands have partnered with Certilogo, with 1 consumer connecting every 3.8 seconds to instantly verify the authenticity of the products they purchase, access content, information, and services offered through frictionless and curated branded journeys.

Visit discover.certilogo.com for more details.

What you will accomplish:

· Serve as the primary contact for key fashion accounts, ensuring executive-level needs are met globally.

· Monitor market trends and customer feedback to inform company strategies.

· Lead and mentor the account management team, fostering a culture of collaboration and learning.

· Strengthen the account management team monitoring and KPIs

· Travel internationally to maintain and strengthen client relationships.

· Partner with Business Development and Marketing teams on strategic initiatives to enhance internal processes.

· Develop and implement strategies and growth plans for global retail key accounts, aligning with business objectives.

· Conduct commercial negotiations to establish favorable legal and commercial frameworks in local markets.

· Lead regular account reviews and joint business planning sessions with executive management to identify growth opportunities.

· Coach and mentor Account Managers to enhance their skills and performance.

What you will bring:

· Proven experience in account management, particularly in growing businesses with complex products or solutions.

· Strong strategic thinking, planning, and execution skills.

· Excellent relationship-building and consultative selling abilities.

· Management experience, ideally in account management teams, with a focus on growing the relationship with stakeholders and performance measurement

· Fluent in English and Italian.

· Extensive experience in managing international business relationships within ecommerce, technology, and fashion.

· Strong analytical skills for reporting and performance data analysis.

· Excellent time management and multitasking abilities.

· Detail-oriented with a logical approach to problem-solving.

Preferred Qualifications:

· Existing network in fashion.

· Project management skills.

· Familiarity with the MEDDIC sales methodology.

· Experience in supply chain management