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
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.
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