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Job description
The Role:
This Director of Product Management is the leader of both Digital and AI products for eBay Customer Service. This team is part of eBay's Customer Service Technologies (CSTech) group, whose purpose is to build technology infrastructure that is essential to eBay delivering a flawless customer support experience.
The Director of Product Management, Digital and AI is responsible for defining the end to end experience of the applications that our Customers use to interact with eBay and help them resolve issues. As the leader, the Director of Product Management for Digital and AI is responsible for defining the global vision and strategy, managing a team of dedicated product managers, collaborating closely with development, delivering on the strategic product roadmap, and revolutionizing the way our Buyers and Sellers receive help!
Responsibilities:
Strategy development and execution: Lead the strategy and vision of Digital and AI Customer Care for our Customers and then implement it
Work with key partners to have a clear line of sight to the Objectives and Key Results that shape our Products
Build and Implement a roadmap / strategies that accomplishes the Key Results
Understand industry trends and evaluate vendor product offerings and solutions
Be accountable for articulating and executing the strategies and roadmap
Collaborate with senior leaders across eBay to align plans, product roadmap, and strategies
Continue to weave DE&I into the fabric of the eBay business – through recruiting and developing talent
Coaching and team mentoring
Requirements:
10+ years of experience as a Product Leader, with significant time and success in both large scale enterprise contact centers and customer facing self service applications.
Successful track record of leading highly functioning product management teams
Storytelling and phenomenal written and verbal communication
Take care of Navigate ambiguity by comfortably handling risk and uncertainty
Intellectual curiosity, always ready to learn
Ability to build and develop relationships, both internal and external
Ability to see the future state of contact centers, accounting for historical context and business needs
Extensive experience with conversational AI technologies, including Generative AI
Understanding of digital self-service user experience best practices, technologies and tools
The pay range for this position at commencement of employment in California, Washington, or New York is expected in the range below.
$187,600 - $291,500
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.
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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 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.
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Worksite address
salt lake city, UT, 84193, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.