Coaching Development Lead

Job Description

eBay is a global commerce leader that allows you to shape how the world buys, sells, and gives. You’ll be part of a work culture that’s been genuinely committed to diversity and inclusion since its founding more than 20 years ago. Here, you can just be yourself, do your best work, and have a meaningful impact on people across the globe. We are looking for people with drive, ideas, and a passion for helping small businesses succeed to help shape the future of eBay—does this sound like you? If so, we’d love to talk to you.

About the team:

At the core of everything we do, we ensure that eBay’s customers are front-and-center in all our strategic decisions and that we execute our plans with our customers as our most important priority. The team is comprised of Global Customer Service (GCX), Global Trust, and Global Security and Resiliency organizations, and our Workplace Resources (WPR) function – responsible for eBay’s facilities around the world.

Job Description

The Learning & Performance Support teams care passionately about onboarding, developing and growing talent. Within the LPS Coaching team, our job is to ensure GCX performance coaches are skilled and equipped successfully to develop teammate capabilities through coaching interventions.

The Coaching Development Lead is primarily responsible for the onboarding, development and engagement of our GCX coaches. You will help us simplify Quality & Coaching workflows, drive consistency in the delivery of Coaching at GCX and innovate in future design solution for Coaching workflows and applications.

The ideal candidate has a proven coaching background, training design and delivery experience, change management and communication skills.

Job Responsibilities:

• Design and deliver coaching onboarding and ongoing development training modules to GCX coaches
• Develop and maintain Coaching Guides that support coaching workflows from Scorecard to Coaching action planning
• Support the design of the Quality & Coaching playbook to document high-quality coaching standards for In-House as well as Partner coaches
• Coordinate and support coaching events to drive engagement and consistency around the eBay coaching model
• Collaborate with Customer Insights, Quality, Learning and GSD teams to capture relevant insights and develop coaching interventions supporting key business initiatives, metric improvement and alignment with business goals and objectives
• Coach and mentor coaches to improve coaching effectiveness and alignment across all regions and lines of business
• Reinforce quality standards and behaviors through calibrations
• Engage with partners and partner-facing teams to implement eBay’s coaching standards at partner sites

Job Requirements:

• Professional coaching certification or one year coaching experience in a customer service environment.
• Two years’ experience in design and facilitation of training's preferred.
• Ability to conduct accurate training needs analyses leading to targeted coaching onboarding or development training interventions.
• Ability to implement the key components of the coaching framework from goal setting through to action plans
• Demonstrated business insight and ability to analyse reporting and metrics to identify gaps in coaches ́ knowledge, skills and behaviors
• Proven organisation, time management and planning skills
• Ability to mentor, coach and align coaches in a variety of settings (1:1, group, virtually, in-house, etc.)
• Strong understanding of quality standards and outstanding customer service
• At least 3 years of experience in a customer service environment
• Demonstrated partner leadership skills
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Collaboration skills and ability to adapt in a constantly evolving environment

Benefits:

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about our Diversity & Inclusion click here: https://www.ebayinc.com/our-company/diversity-inclusion/.

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eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected] . We will make every effort to respond to your request for disability assistance as soon as possible.

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