Senior Manager, Product Management

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you're interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay - a company you can be proud to be with.

The Customer Service Technologies (CSTech) group supports technology infrastructure that is essential to eBay delivering a flawless customer support experience.

The Decision Automation and Product team is responsible for the automation and prioritization of various types of requests that come in from our customers which otherwise would be worked manually. We have a passion to help customers as quickly and accurately as possible. We are a very harmonious team today, and we are looking for the right leader to continue to grow the team.

The role:

As a leader for eBay, you will lead and develop a team of Managers, Product Managers, and Systems Analysts who craft technology solutions that use Artificial Intelligence / Machine Learning to automate work. When our technology cannot solve the issue, we then send the work over to our Teammates for help. If not for this team, our contact center could not scale to meet the volumes of work coming in, it's a meaningful role that directly contributes to the success of eBay.

Responsibilities

• Coaching and team mentoring.
• Strategy development and execution: Shape the strategy and vision of Customer Care Decision Automation and then implement it.
• Redefine the relationship and dependencies between automation and internal/external clients.
• Storytelling and phenomenal written and verbal communication.
• Deal with ambiguity by comfortably handling risk and uncertainty.
• Operations focus with the ability to develop and maintain management systems.

Requirements

• Intellectual curiosity, always ready to learn.
• See around corners.
• Ability to build and develop relationships, both internal and external.
• Basic to intermediate understanding of AI/ML.
• Ability to see the future state of automation, accounting for historical context and business needs.
• Familiarity with Risk related metrics and logic.

Qualifications

• 5+ years experience as a people leader.
• Contact center experience is a plus.
• Understanding of complex global marketplaces is a plus.

Benefits are an essential part of your total compensation for the work you do every day. Whether you're single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn't just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay's Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

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eBay Inc. 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 are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement.

Jobs posted with location as "Remote - United States (Excludes CO, HI, NM, NYC)" excludes residents of Colorado, Hawaii, New Mexico and New York City.

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