About this role
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy e-Commerce platform with a delightful service experience.
Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe. We are seeking a Core Seller Growth Specialist.
Responsibilities:
- Own the day-to-day operations and continuous improvement of the Core Seller acquisition program in Mexico, ensuring consistent execution against defined strategies, SOPs, quality standards, and performance targets.
- Manage the end-to-end acquisition funnel from lead intake, refinement and prioritization through outreach, registration, qualification, and successful onboarding, with clear operating standards and ownership at each stage.
- Work closely with BPO teams to ensure strict and consistent execution of defined acquisition strategies and SOPs, including lead handling, outreach cadence, seller communication, follow-up, disposition, and documentation.
- Establish and manage operating mechanisms including daily/weekly performance reviews, funnel tracking, agent productivity management, quality audits, root-cause analysis, and corrective action plans.
- Deep dive funnel performance to identify conversion losses across lead quality, contactability, seller intent, agent execution, registration, and qualification, and translate findings into measurable improvement actions.
- Apply structured continuous improvement methodologies such as Lean, Six Sigma, PDCA, root-cause analysis, and process mapping to identify operational gaps, reduce waste, improve conversion, and increase agent productivity.
- Build clear performance benchmarks and identify gaps across agents, lead segments, channels, and BPO operations; replicate top-performing practices and address underperformance through structured improvement plans.
- Partner with in-house teams to continuously refine acquisition strategy and translate strategy changes into clear SOPs, training materials, QA standards, and frontline execution requirements.
- Personally deep dive representative seller cases and, when necessary, engage sellers directly to understand seller intent, validate operational hypotheses, and distinguish market constraints from execution issues.
- Identify recurring platform or process blockers affecting seller onboarding and work cross-functionally with Product, Moderation, Logistics, Risk, and other teams to drive systemic resolution.
- Maintain strong operational governance with BPO partners, ensuring adequate staffing, training readiness, performance management, issue escalation, and execution quality.
- Design and run controlled operational pilots, measure impact, and determine whether successful improvements should be standardized and scaled.