Customer Solutions Analyst

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About WHI Solutions, an eBay company:

As part of the eBay Motors division, WHI plays an instrumental role in the automotive parts & accessories market.  WHI’s suite of products range from eCatalog, #1 in the marketplace with over 16M parts; Nexpart eCommerce, a fully integrated Business-To-Business tool connecting over 40,000 seller locations to over 250,000 active professional parts buyers; eBay Link, uses a sellers inventory and automatically applies manufacturer catalog detail before listing to eBay; Business Intelligence, provides in-depth analysis of transaction data; and Integration Tools, API’s used to power the solutions noted above!  The team is comprised of sales, development, catalog, implementation, customer service, and operations.

Ideal Candidate Summary:

The ideal candidate is a clear, confident communicator who can bridge the gap between automotive parts professionals and technical engineers. They write and speak effectively, tailoring explanations to non-technical audiences while engaging comfortably with software engineers and integrators on detailed technical topics.

They bring strong hands-on experience analyzing structured data, with the ability to read, interpret, and troubleshoot XML and JSON payloads, schemas, and API interactions. They are comfortable using tools like Postman and log viewers to diagnose issues, validate data mappings, and document findings.

Equally important, they possess deep domain knowledge of vehicles and automotive parts—fitment, part numbers, catalogs, and interchange; and can translate business requirements from parts distributors, and buyers into practical technical solutions. They understand how automotive eCommerce and integrations impact day-to-day operations, and they apply their analytical perspective to ensure accuracy, usability, and customer value in every implementation.

Key Responsibilities

• Project implementation and delivery
  • Complete assigned implementation tasks (configuration, training, installation, data conversion/manipulation, and customer discovery/interviews) within defined timelines.
  • Lead discovery, requirements, solution design, configuration, testing, and launch of Nexpart B2B, eBay Link, Multi-Seller, Buy-Side & Sell-Side API integrations, and related initiatives.
  • Coordinate cross-functional resources (Product, Engineering, Data, Support, Sales) and external partners to ensure successful delivery.
  • Track work and achievements in company project management, CRM, and reporting systems.
• Technical analysis:
  • Perform analytical investigation of unique customer requirements and edge cases to determine viable solution paths.
  • Analyze API traffic, logs, payloads, and error responses; triage and resolve integration issues; document root cause and preventive actions.
• Customer engagement and enablement:
  • Serve as the main point of contact during implementation and early lifecycle support; ensure smooth handoff to Support
  • Lead customer workshops and training; generate documentation, job aids, and playbooks for admins and end users.
  • Provide proactive guidance for eCommerce deployment, eBay listing strategies, and API workflows based on Nexpart features.
  • Build and maintain deep knowledge of WHI products and services.
  • Maintain professional, courteous rapport and drive high customer satisfaction across implementations.
• Continuous improvement:
  • Gather feedback and insights to influence product features, API enhancements, and implementation templates.
  • Reuse standard configurations and templates to improve delivery speed and quality; follow SOP’s for support and communications.
  • Track project outcomes and adoption metrics; present progress and performance to team members.

Qualifications

• Education
  • Bachelor’s degree in Information Systems, Computer Science, Business, Supply Chain, or related field; equivalent experience considered.
• Experience
  • 3+ years in technical implementation, solutions consulting, business systems analysis, or eCommerce integrations.
  • Hands-on experience with B2B eCommerce platforms, marketplace integrations (eBay), and API-based solutions.
  • Automotive parts industry experience (e.g., Shop Service Writer, Parts Counter/Operations, Vehicle Mechanical Technician).
• Technical skills:
  • Demonstrable understanding of REST APIs, JSON/XML, webhooks, authentication (OAuth, API keys), and integration patterns.
  • Familiarity with data mapping with Microsoft Office or similar Google-based solutions.
  • Proficient with tools such as Postman, Swagger/OpenAPI, log analysis, and ticketing/project management platforms (Jira, Confluence).
• Analytical and business skills:
  • Ability to translate business requirements into technical specifications and implementation plans.
  • Strong problem-solving skills with a structured approach to investigation and root cause analysis.
  • Understanding of B2B purchasing workflows; as well as eBay pricing strategies, tax/shipping rules, and order management.
• Soft skills:
  • Good communication and customer management skills, with confidence leading customer calls and cross-functional meetings, and a disciplined approach to follow‑up.
  • Detail-oriented, organized, and capable of managing multiple projects concurrently.
  • Customer-centric approach with a focus on outcomes and value realization.
  • Bilingual/multilingual communication skills; Spanish and/or French preferred.
• Schedule & Travel
  • Ability to work a flexible schedule, including nights/weekends if required and some holidays.
  • Occasional travel may be required for customer onsite workshops or industry events.

Job Eligibility

• Remote position available to candidates residing within the continental United States.

Additional Details

The base pay range for this position is expected in the range below:

$66,800 - $114,800

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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