BTOES Insights Official
By
June 06, 2018

BTOES EXCLUSIVE VIDEO: Debunking Myths: How Operational Excellence Fosters Innovation and Agility, Ebay

Debunking Myths: How Operational Excellence Fosters Innovation and Agility

 

WATCH NOW: Debunking Myths: How Operational Excellence Fosters Innovation and Agility  

About the Session

Presented by Zac Jacobson
Sr. Director, Global Business Excellence & Customer Insights, eBay


 

eBay depends on Innovation and Agility to compete and succeed. Far too often, these efforts are thought to be at odds with management practices aimed at highly predictable and effective operations. Learn how eBay is reframing this paradigm through: 

  • The journey to implement process-centered management in transactional and service delivery environments
  • Integrating process and technology to create consistently excellent customer experiences at scale
  • Using Voice of Customer (VOC) to implement quality

WATCH NOW: Debunking Myths: How Operational Excellence Fosters Innovation and Agility  

OpEx Innovation and Agility


About the Speaker

 

Zac is the Senior Director of Business Excellence and Customer Insights for eBay Marketplaces. In this capacity, he is responsible for the operating effectiveness of the Global Customer Experience organization which includes customer service, policy and risk management, billing and payments, and operations support service functions. His team’s mission is to create consistently excellent and efficient experiences that result in loyal customers.

Zac has 20 years of global leadership experience spanning military/government, operations/manufacturing, and technology industries. He joined eBay in 2010 from the world’s largest drilling services company where he led global operations responsible for 5500 employees and the profitability, productivity, safety, and asset management of a $1.2B business.  Prior to that, Zac served in a variety of leadership roles in operations; finance; strategy; and mergers, acquisitions, and divestitures. 

Zac earned a B.A. from New Mexico State University and an M.A. from the University of Phoenix. He holds certifications in Project Management, Strategic Change Management, Six Sigma Black Belt, and Lean.  He is also the General Manager for eBay in Austin, Texas where he lives with his wife and three sons.

WATCH NOW: More Videos from BTOES17

 

 


Download the most comprehensive OpEx Resport in the Industry

The Largest Leadership-Level Business Transformation & Operational Excellence Event

The Business Transformation & Operational Excellence Industry Awards

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.

 

Submit an Article

Become a Regular Contributor

504x672
AWARD 2019-1
Copy of Copy of btoes19
Subscribe to Business Transformation & Operational Excellence Insights Now
btoes19.png
png
certificate
png
btoes19healthcare
png
3-30
png
Copy of Copy of btoes19 (1)
png

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
   
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Operational Excellence Business Transformation Business Improvement Business Excellence Process Management Continuous Improvement Process Optimization process excellence Leadership Process Improvement Premium Execution Excellence Change Management Enterprise Excellence Lean Lean Enterprise BTOES18 Lean Six Sigma Organizational Excellence Culture Transformation Capability Excellence Changing & Improving Company Culture Healthcare and Medical Devices New Technologies Digital Transformation Execution & Sustaining OpEx Projects end-to-end Business Transformation Agile Leadership Understanding & Buy-In Lack of/Need for Resources Adapting to Business Trends Changing Customer Demands Culture Failure to Innovate Integrating CI Methodologies Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Maintaining key Priorities Relationships Between Departments Exclusive BTOES HEALTH BTOES Video Presentations Customer Experience Technology Process Automation Strategy Execution Innovation Report Manufacturing BPM Lean Manufacturing Agility Systems Engineering Process Design Awards BTOES Presentation Slides Healthcare thought leaders Insurance Robotic Process Automation Data Analytics Banking and Capital Markets Professional Services Customer Experience Excellence White Paper BTOES19 Consumer Products & Retail Operational Excellence Model Project Management value creation Artificial Intelligence Automotive and Transportation data management innovation execution digital operations Interview Operational Excellence Example Digital business expansion revenue growth Data Frameworks Lean Culture Learning organization Pharmaceuticals & Life Sciences Primary Measure of succes Six Sigma Workplace Analytics transformation journey BTOES17 Business Growth Communication Denial Management HealthcareTechnologies Hoshin Planning Hospitality & Construction Human Centered Design Innovation in Healthcare Kaizen NPS Net Promoter Score Oil and Gas Pharmaceuticals and Life Sciences Telecommunications Text Mining business process automation eHealth investment banking text analytics Announcement BTOES18 Award Winners BTOES18 Awards Client Feedback Strategy Communications Education Infographic Integrated Decision Approach Integrated Decision Making Jidoka Learning Resource Oil & Gas Recruitment Supply Chain Management Team The FAST lane master virtual resource management