At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.
Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.
Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.
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
Cross-Border Trade (CBT) & Business Unit Partnership
Ads Revenue & CBT Seller Scaling
Team Leadership & Capability
Key Business Unit Stakeholder in Region
Operational Excellence
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:
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:
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 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.
We use cookies to enhance your experience and may use AI tools for administrative tasks in the hiring process. To learn how we handle your personal data and use AI responsibly, please visit our Talent Privacy Notice, Privacy Center, and AI Hiring Guidelines.