Head of Customer Experience/Service Strategy & Products

Role Overview

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.

What You Will Do

Lead the global customer experience strategy and experience product portfolio for our e-Commerce business. This role owns the end-to-end service journey and translates customer needs into scalable products that improve experience, resolution quality, and operational efficiency.

Why It Might Be a Fit

You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.

Requirements

• 5+ years of experience in customer experience or product management, including 1+ years in leadership roles.
• Proven track record of building and scaling customer-facing experience or customer service products.
• Strong expertise in customer journeys, product strategy, service design, and product lifecycle management.
• Strong customer empathy, product judgment, analytical capability, and execution skills.
• Demonstrated ability to lead complex global and cross-functional initiatives.