About The Team And The Role
The Authentication team at eBay focuses on ensuring a trusted marketplace for buying and selling high-value items such as sneakers, watches, and handbags. This role sits within the exceptions function, which supports the authentication process by managing items that cannot be verified or have issues. As an Exceptions Lead based in West London, you will lead a team responsible for handling complex exceptions, improving workflows, and partnering with cross-functional teams including Customer Service, Product, Legal, and business verticals. The role reports into the exceptions manager within the authentication operations structure and plays a key part in maintaining buyer trust and supporting seller outcomes.
What You Will Accomplish
* Lead and develop a team managing authentication exceptions, supporting performance, growth, and collaboration
* Oversee resolution of complex cases including unauthenticated items, missing components, quality concerns, and shipping issues
* Improve workflows and processes to increase efficiency and consistency across exception handling
* Partner with cross-functional teams to enhance buyer and seller experience
* Build and refine SLA reporting to track performance and identify improvement opportunities
* Identify and implement process improvements to support operational effectiveness and customer outcomes
* Contribute to ongoing evolution of the authentication program by supporting new categories and workflows
What You Will Bring
* Experience managing exception-based operations, ideally within authentication or luxury goods
* Strong people management skills with the ability to support team development and performance
* Analytical and problem-solving skills, with the ability to investigate and resolve issues
* Clear communication skills, both written and verbal
* Ability to work independently and adapt to changing workflows and priorities
* Experience using standard tools such as spreadsheets, word processing software, and collaboration platforms (e.g., Slack)
* High attention to detail, organization, and a focus on process improvement and execution
EBay Benefits
* Competitive Salary
* On-target Yearly Bonus Plan
* 25 days annual leave
* Educational Assistance
* Healthcare Plan & Life Assurance
* Pension Plan
* Sabbatical every 5 years…. plus lots more!!
https://ebaybenefits.com/gbr/candidate.html
If this sounds like the job for you, then apply now!
Additional Details
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. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.
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