HEAD OF APAC Customer Success

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About the Role

We are looking for a senior leader to take ownership of Customer Success across APAC — eBay's largest Cross-Border Trade region and the engine room behind a significant portion of global marketplace GMV.

The Head of APAC inherits an established team across five sub-regions — China, Japan, Korea, Southeast Asia, and HIPO (High Potential, Emerging markets) — with a mandate to sharpen how eBay partners with CBT sellers across the region. The remit spans category growth strategy, Ads revenue contribution, customer service standards that reinforce why eBay is the platform of choice for serious global sellers, and the regional operating model that holds it all together.

Reporting directly to the Global Director of Customer Success, the successful candidate will shape regional strategy, represent APAC in eBay's global leadership forums, and help define the next chapter of how Customer Success operates across the world's most important cross-border commerce corridor.

Scale of the Opportunity

To give a sense of commercial scale: the Greater China → US cross-border corridor alone accounts for approximately 5% of total eBay GMV, as referenced by eBay's VP of Investor Relations on the Q4 2024 earnings call.

This is a single corridor within the wider APAC remit. The Head of APAC is accountable for this corridor and the broader set of cross-border flows from China, Japan, Korea, Southeast Asia, and HIPO into eBay's US and European demand markets — making APAC the single most commercially material Customer Success region globally.

The role leads four senior direct reports across a mix of market-based and functional remits, overseeing broader teams covering account management, premium customer service, and market readiness across the region.

Markets in Scope

The Head of APAC will hold regional accountability across the following markets, each supported by senior leadership under a mixed market and functional team structure:

Market - Scope & Focus

China

Largest CBT seller base globally. Priority focus on scaled seller growth, category expansion into US and EMEA marketplaces, and deepening strategic seller relationships.

Japan

Mature CBT seller base with high-value, specialty category strength. Focus on premium seller engagement, GMV retention, and demand-side market diversification.

Korea

Emerging CBT corridor with strong growth trajectory. Focus on seller acquisition, onboarding, and progression into structured account management.

Southeast Asia

Multi-country opportunity across the Southeast Asia region. Focus on market prioritization, CBT seller activation, and scalable growth program rollout.

HIPO (High Potential, Emerging)

Regional portfolio covering high-potential and emerging CBT markets within the APAC remit. Focus on identifying the next wave of seller growth opportunity and establishing scalable entry models across the region.

Program Portfolio

The Head of APAC will own the regional delivery of eBay's Customer Success program portfolio — ensuring each program is adapted, executed, and performing across APAC markets:

Program - APAC Scope & Objective

Customer Service Delivery

Lead customer service delivery for eBay's key sellers across the region — driving best-in-class experiences, proactive issue resolution, and consistently high service standards that reinforce seller trust and retention.

Account Management

Partner with APAC Business Unit leadership to shape and deliver the regional account management model across CBT markets — covering top-tier sellers, extended coverage for mid-tier sellers, and the transition of high-potential sellers into structured support.

New Seller Programs

Deliver eBay's new seller onboarding and activation journey across APAC, adapted for local seller segments, category strengths, and cross-border commercial realities.

Growth Campaigns

Execute and localize seller-facing growth campaigns designed to drive CBT GMV into demand markets. Partner with global campaign owners to ensure APAC context is reflected in design and delivery.

Ads Revenue

Partner with the Ads and Account Management teams to support APAC CBT sellers in scaling internationally through eBay's suite of Ads tools. Contribute APAC's share to the global Customer Success Ads revenue target by helping sellers adopt the right Ads products for their growth stage.

Seller Engagement

Act as a regional partner in support of seller engagement programs — including seller events, communications, community-building, and loyalty initiatives. Ensure APAC sellers are well-represented and APAC context informs global engagement program design and delivery.

Market Strategy

Contribute APAC market intelligence, seller insight, and commercial perspective to Customer Success global strategy and long-range planning cycles.

Key Responsibilities

Regional Leadership & Commercial Ownership

• Accountable for the performance and commercial contribution of Customer Success across APAC — including regional delivery against global GMV, Ads revenue, seller engagement, and customer service targets.
• Own the end-to-end performance of the Customer Success portfolio across China, Japan, Korea, Southeast Asia, and HIPO — driving seller growth, activation, GMV contribution, and engagement across the region.
• Set clear regional objectives, KPIs, and accountability frameworks aligned to global Customer Success goals.
• Lead regional business reviews, surfacing performance, risks, and opportunities to the Global Director of Customer Success and senior eBay leadership.
• Represent APAC in the Customer Success global leadership forum alongside the Heads of North America, EMEA, and Global Growth Initiatives.

Cross-Border Trade (CBT) & Business Unit Partnership

• Partner closely with regional Business Unit leadership to identify and drive CBT growth opportunities for eBay's key business sellers across APAC.
• Share regional insights, seller feedback, and emerging opportunities back to the Business Units to help shape and improve eBay's go-to-market offering.
• Collaborate with demand-market Customer Success leads in North America and EMEA to connect APAC supply-side capability with destination-market demand opportunity.
• Contribute the regional voice to cross-border commercial planning — including category expansion, seasonal moments, and CBT-specific growth initiatives.
• Build strong working relationships with Logistics, Payments, Trust, and Policy teams to surface and help remove CBT friction for APAC sellers.

Ads Revenue & CBT Seller Scaling

• Partner with eBay's Ads and Account Management teams to bring the full Ads product suite to APAC CBT sellers — helping them scale effectively into US and EMEA demand markets.
• Support regional adoption of Promoted Listings and the wider Ads portfolio as a core growth lever for CBT sellers at every tier, in close collaboration with the Ads workstream.
• Contribute APAC's regional share to the global Customer Success Ads revenue target through seller enablement, education, and joint commercial partnership with the Ads workstream.
• Share APAC seller feedback and market insight on Ads product performance with the global Ads workstream to help inform roadmap and optimization.

Team Leadership & Capability

• Lead, inspire, and develop a team of four senior leaders — covering a mix of market-based and functional remits across account management, premium customer service, and market readiness — alongside their wider sub-teams across APAC.
• Foster a high-performance, seller-obsessed culture with strong commercial rigor and cross-cultural collaboration.
• Partner with Customer Success leadership and People Partner on organizational design, headcount planning, succession, and talent development.
• Build a pipeline of future Customer Success leaders across APAC — ensuring the region develops and exports talent into global roles.

Key Business Unit Stakeholder in Region

• Serve as the senior Customer Success stakeholder and trusted partner to APAC Business Unit leadership — the named point of connection between the Customer Success function and the regional BU organization.
• Build and maintain a robust engagement model across Customer Success and BU leadership in region — ensuring rhythm, clarity, and shared commercial conviction across joint priorities.
• Represent the Customer Success function in APAC regional leadership forums, bringing seller insight, commercial perspective, and regional Customer Success priorities to the table.
• Ensure Customer Success is visible, valued, and well-positioned within the APAC BU organization — securing the relationships, sponsorship, and commercial alignment that enable the function to deliver.

Operational Excellence

• Ensure robust regional reporting, forecasting, and commercial hygiene across all APAC Customer Success activity.
• Drive adoption and optimization of Customer Success tooling (Salesforce and successor platforms) across APAC markets.
• Champion data-driven decision-making and embed strong commercial discipline across the regional team.
• Ensure compliance with local regulatory, employment, and data requirements across all APAC markets in scope.

Leadership Capabilities

The successful candidate will demonstrate the following leadership capabilities — the qualities that define how this role shows up and delivers impact across the region and globally:

• Regional market fluency — Brings deep working knowledge of APAC CBT dynamics, seller segments, category strengths, and the commercial realities of selling cross-border into US and EMEA demand markets.
• Empowered decision-making — Operates with clear decision rights across the regional remit; comfortable making commercial calls at pace and taking accountability for outcomes.
• Proactive and solution-oriented — Anticipates risk, surfaces issues early, and moves toward resolution rather than escalation.
• Senior stakeholder engagement — Communicates with clarity, credibility, and commercial sharpness at VP, SVP, and C-suite level, both within APAC and globally.
• Cross-functional mobilization — Builds and activates strong working relationships across Category, Product, BD, Marketing, Logistics, and Trust to unlock outcomes for APAC sellers.
• Influence and advocacy — Translates global Customer Success strategy into regional conviction; represents APAC's voice and interests in global forums to shape strategy, prioritization, and investment.
• Strategic thinking — Connects regional execution to global strategy; identifies the commercial thread across market-level activity and surfaces the growth opportunities that others miss.
• Team leadership and cross-regional connection — Builds high-performing, trust-based teams across diverse APAC markets; fosters strong connective tissue across regional and functional leaders so APAC operates as a single Customer Success team rather than a collection of country silos.

What We're Looking For

8 years in commercial, sales, or growth roles with demonstrable leadership experience

Direct experience in marketplace, e-commerce, or platform businesses

Strong APAC regional track record across multiple markets

Experience with eBay or comparable global cross-border platforms

Deep Cross-Border Trade (CBT) experience — helping APAC sellers reach international demand markets

Background in live commerce, livestream selling, or equivalent high-growth commercial formats

Fluent English required for global leadership engagement

Mandarin or other APAC language capability (e.g. Japanese, Korean, SEA language)

Proven track record of leading multi-market, multi-cultural teams at scale

Prior experience as a direct report to a global leadership team

Experience operating within a matrixed global organization with clear accountability to global leadership

Exposure to seller or partner success / account management models at scale

Strong analytical mindset; comfortable with data-driven decision-making and commercial reporting

Experience launching or scaling programs into emerging APAC markets

Track record of building and converting stakeholder networks — internal and external — into commercial outcomes

Postgraduate qualification in business, commerce, or related field

Based in China or willing to relocate; able to travel across APAC and to global leadership forums

Prior collaboration with Logistics, Payments, or Trust & Safety functions in a cross-border context

Success in the First 12 Months

A successful Head of APAC will have, in the first 12 months:

• Delivered APAC's regional contribution to global Customer Success commercial targets — including GMV, Ads revenue, seller engagement, and customer service delivery.
• Established clear, trust-based working partnerships with the Global Director of Customer Success, peer Regional Heads, and APAC Business Unit leadership — evidenced through joint operating rhythm and shared commercial plans.
• Launched a sharpened regional operating model — with defined KPIs, reporting cadence, and accountability across all five sub-regions.
• Activated two or more regional growth initiatives scaled across APAC or contributed to the global Customer Success portfolio.
• Delivered measurable improvement in customer service standards for APAC's key business sellers, reinforcing eBay as the platform of choice for serious global sellers.
• Grown team commercial capability and progression — evidenced through internal promotions, cross-regional moves, and a strengthened APAC leadership bench.

About Customer Success at eBay

The Customer Success organization is eBay's dedicated team for driving seller success, activation, and growth. Spanning six markets globally — the UK, US, Germany, Australia, France, and Italy — and powered by the APAC supply region, Customer Success operates programs across the full seller lifecycle, from onboarding through to scaling.

Customer Success works at the forefront of eBay's live commerce, account management, and engagement innovation. This role joins a leadership team that is ambitious, collaborative, and deeply committed to creating tangible value for eBay's seller community — and to building a global function that sets the standard for seller partnership in marketplace commerce.

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 [email protected]. 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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