Senior Manager, Operations & Employee Excellence, Technology Operations
San Jose, Ca, Us
Negotiated, built and led teams responsible for improving the efficiency, service excellence and employee satisfaction of eBay's global Technology Operations organization. Core services included: business and people strategy, planning and analytics, process transformation, training, learning and development and, knowledge and communication solutions. Coached teams to create a compelling work environment for technical staff while yielding efficiencies: transformed, trained and guided adoption of 18+ processes yielding $7.3M year 1 cost savings; developed and implemented 1st knowledge sharing system yielding 300%+ yoy increases in core usage metrics; accelerated onboarding of 300+ new hires through comprehensive jumpstart program. Directly led 2,000+ employees through training and adoption of new service management system with no impact on site availability or code release timelines. Architected and implemented comprehensive solutions to address decision making, performance management and work/life balance deficiencies resulting in 20%+ increases in key semi-annual employee satisfaction metrics. Planned and led organization's business and people processes including strategic planning, budgeting, performance planning, evaluation and recognition and, succession planning. Designed and program managed three, comprehensive organization transformations involving organization redesign, talent planning and placement, talent development, process and systems iteration, communications and training; coached Leaders through change readiness and management. Demonstrated service organization as “self-funding”. Consistently achieved top tier annual Management Practices result.