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“We solve problems in the quickest, simplest, and easiest way possible, and make customers feel great about eBay along the way.”

Naved K.

Head of Buy & Member-to-Member Experience

Sydney, Australia

Joined In 2013

Works On Enhancing the buyer experience, pre & post transaction

Enjoys The openness, culture & growth opportunities at eBay

You recently re-located to Sydney. Why the big move?

I started my eBay years in Mumbai, but recently was given the responsibility to lead Buyer & Claims Management for Australia and New Zealand. Australia is one of eBay’s top markets, and I’m really excited to be in Sydney — one of the best places in the world to live and work. It’s a very important market for eBay. Our CEO was recently here to show his commitment to the market and also meet with the Prime Minister, so I’m honored to be involved with making it easier for customers to shop on eBay down under. In the coming year, I will be working on strategies for increasing active buyers, enhancing Returns Management, and collaborating with business operations to revamp processes managed by our GCX team.

Why eBay?

I’m always looking for ways to make a difference for our customers, stakeholders, and people in general. eBay has given me a platform where I can live my dreams, and that’s what made me sign on. Having the opportunity to live and work in Australia also shows that eBay was the right choice for me. As part of an organization with an international presence, I’ve been involved with leading critical project rollouts for India and the APAC markets. Plus, in my current post I’ve got the best office location in Sydney! There aren’t many companies where you actually look forward to getting back to the office on Monday.

How does what you do reflect upon the customer experience?

Our team’s mission states: “We exist to help our customers and solve their problems in the quickest, simplest, easiest way possible…and make them feel great about eBay along the way.” We are honest and critical of any mistakes we might make, so we work diligently and continuously at enhancing the customer experience.

Any key results to highlight?

We had a significant impact on business metrics and exceeded all of our operational targets in 2016. Our team worked like a well-oiled machine, which is reflected in employee satisfaction scores that reached their best level ever — 90 percent!

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