Michael Tobias

Customer Service executive with 24+ years dedicated to building and scaling global service operations — with deep expertise in payments operations, regulatory compliance, and outsourcing partner governance. Career-long focus on customer experience, operational performance, and delivery at scale: from leadership of 600+ FTE and $20M+ P&L to governance across global delivery networks of 9,000+ FTE spanning internal sites and BPO partners. Direct experience operating in regulated payment environments — including support of payment entities subject to CSSF (Luxembourg), FCA (UK), and U.S. state regulators.

Member of eBay's global Customer Service leadership team. Known for combining strategic vision with hands-on operating expertise: equally effective designing multi-year service strategy at C-level and driving day-to-day KPI, SLA, cost, and quality outcomes on the floor.

Senior Director, Risk Oversight & Quality at eBay Customer Support GmbH (2025-04 – Present)

Member of the eBay CS leadership team. Drive global risk, governance, and quality strategy for a customer service operation supporting 9,000+ FTE worldwide — including the oversight of operations within eBay's regulated payment entities. Lead a 75-FTE globally integrated organisation.

• Global Quality assurance framework and delivery for AML, KYC, sanctions, and disputes processing — including operations within eBay's regulated payment entities (CSSF, FCA, U.S. state regulators)
• Built the AI governance framework enabling responsible automation of CS at scale
• Led regulatory transformation programs with enterprise-wide impact across CS operations
• Co-shaped the eBay CS Strategy 2025/2026, with AI in customer service positioned and as a growth driver

Director, Operational Policy, Risk & Controls at eBay Customer Support GmbH (2021-02 – 2025-04)

Built the global risk and controls function for eBay CS, with particular focus on payment entity oversight and the regulatory complaints architecture.

• Launched the global complaints program for eBay's payment entities — aligned with FCA (UK), CSSF (Luxembourg), and U.S. state regulators
• Defined enterprise-wide policy architecture spanning operational and regulatory risk
• Unified previously fragmented governance teams into a single, scalable model
• Acted as Business Ethics Officer for the customer service organisation

Director, Operational Governance & Partner Engagement at eBay Customer Support GmbH (2018-12 – 2021-02)

• Led governance across a 9,000+ FTE global CS delivery network — internal operations and BPO partners
• Introduced global operational standards and KPI / governance frameworks across the network
• Built end-to-end transparency on performance, cost, and partner effectiveness
• Strengthened vendor accountability through structured partner-management standards

Head of Customer Experience, Germany at eBay Customer Support GmbH (2013-04 – 2018-11)

• Full P&L accountability for German (DACH) Buy and Sell customer operations: 600+ FTE and $20M+ annual budget
• Delivered material cost reductions while improving customer experience metrics
• Co-led global platform transformation initiatives spanning multiple regions
• Balanced growth, efficiency, and regulatory requirements within a complex marketplace

Regional Support & Delivery Director at Transcom Worldwide (2009-01 – 2013-04)

• Led shared services and operational support across 12+ European markets
• Delivered €600K annual savings through nearshoring and operational restructuring
• Established the centralised global Business Support model and operational standards
• Oversaw 20+ transformation initiatives across service delivery and support functions

Worldwide Business Support Manager at Transcom Worldwide (2006-06 – 2008-09)

• Led enterprise system implementations — Business Intelligence and workforce-management platforms
• Managed combined budgets of €1.8M
• Enabled data-driven decision-making through global reporting infrastructure

Global Program & Operations Leadership Roles at Agilent Technologies / Hewlett-Packard (1998-07 – 2006-06)

• Led global CRM transformation (Siebel) across U.S., Europe and Asia
• Delivered 50% efficiency improvement in order management processes
• Managed cross-functional international program teams

Diplom-Wirtschaftsingenieur in Industrial Engineering & Business – University of Karlsruhe (KIT)