GCPO APAC Coach

Job description

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells.

Our platform empowers millions of buyers and sellers in more than 190 markets around the world.

We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day.

We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

This role is critical to driving team performance through integrated and real-time coaching.

The Coach will support the Team Leader and Manager by coaching teammates on foundational skills as well as motivating them to achieve excellence.

The Coach will serve as a Subject Matter Expert in areas such as tools & systemic knowledge, product/policy changes, productivity, resolution, and satisfaction techniques, as well as strategies to de-escalate situations.

The Coach will also handle critical issues and assist with escalations as needed.

Role Responsibilities:

• Coach teammates on job knowledge, productivity metrics, customer metrics, and standard processes
  

• Conduct formal coaching by evaluating work tasks or interactions, reviewing teammate behavior, and mentoring them to ensure smooth transitions from training to daily production
  

• Conduct comprehensive reviews of teammate performance to ensure service goals and standards are met
  

• Use development assessments to prioritize coaching needs, partnering with Team Leaders on individual and team trends
  

• Apply playbooks and development guides to determine coaching actions, coordinating with leadership to ensure quality reviews are completed consistently
  

• Develop job aids and tools to assist teammates in improving the overall quality of their work
  

• Provide integrated, real-time coaching during day-to-day workflows
  

• Stay current with departmental procedures and maintain expertise by occasionally working in production and supporting critical issues
  

• Serve as a Change Champion when it comes to tools, product/policy, and related updates
  

• Partner with QA and Learning teams to identify gaps and trends to enhance teammate performance
  

• Support employee engagement by assisting with motivational activities
  

• Build strong partnerships with Team Leaders and teammates
  

• Perform other duties as assigned
  

Role Competencies:

• Problem Solving: Ability to identify issues quickly through effective questioning and data analysis, with a focus on resolution
  

• Business Acumen: Understanding the fundamentals of how an eCommerce business operates and what matters most to customers
  

• Negotiation and Influence: Ability to advocate effectively on behalf of the business and customers when required
  

• Adaptability: Agility and resilience in balancing conflicting demands and shaping the customer experience in a dynamic environment
  

• Professional Communication: Strong written and verbal communication skills with professional presence
  

• Policy & Risk Acumen: Ability to make sound decisions based on research, policies, and risk considerations
  

Job Requirements:

• Commitment to improving customer and teammate experiences through coaching and training excellence
  

• Dedication to exceeding the expectations of both internal and external stakeholders
  

• Strong focus on customer resolution and satisfaction
  

• Ability to communicate effectively in both one-on-one and group settings
  

• Works well individually and in teams, open to feedback and continuous improvement
  

• Establishes rapport across job levels, generates creative ideas, and connects them to broader goals
  

• Quick learner who adapts well to new challenges and identifies areas for improvement
  

• Ability to coach and support teams composed of both new hires and experienced teammates across multiple locations
  

• Flexibility to work a primarily Monday–Friday schedule

• Ability to work well remotely

• Fluency in English and Mandarin is required; additional languages are a plus.
  
  

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eBay 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.

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Required Skill Profession

Other