Ebay Operations Service Manager 

Italy, Lombardy, Milan 

743445063

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.