Sr. Product Manager - CX&AI at eBay

Austin, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Ecommerce, TechnologyIndustries

Requirements

5+ years of Product Management experience, ideally in contact center, customer experience, or SaaS platforms
Confirmed ability to deliver AI/ML-enabled solutions that reduce customer effort and drive operational efficiency
Solid understanding of contact center operations, workforce management, and CX metrics (CES, CSAT, NPS)
Experience working cross-functionally with self-service and agent-facing product teams
Skilled in data analytics, visualization, and AI-driven insights
Familiarity with APIs, integrations, and cloud-based platforms
Background in data science, analytics, or AI product development
Certifications in AI/ML or cloud platforms a plus

Responsibilities

Work hand-in-hand with Self-Service and Agent Assist product leaders to weave AI into a detailed, end-to-end ecosystem, ensuring customer journeys are effortless, agents are empowered, and AI reduces friction
Develop and deliver automation that removes complexity for customers and agents, including smarter routing, predictive staffing, reducing repeat contacts, minimizing wait times, and simplifying experiences
Harness the voice of the customer through analytics, NLP, and machine learning
Compose the roadmap for AI platforms and integrations that scale across the enterprise, overseeing APIs, vendor ecosystems, and technology partnerships
Balance experimentation with execution by piloting new AI use cases while building frameworks, playbooks, and governance for balanced adoption
Engage business collaborators as partners in transformation using storytelling, data-driven narratives, and clear success measures to align them with the AI vision, build trust, and gain advocacy

Skills

Product Management

Customer Experience

Contact Center

Self-Service

Agent Assist

Analytics

Governance

Platform Development

eBay

Global online marketplace for buying and selling

About eBay

eBay is an online marketplace where individuals and businesses can buy and sell a wide range of products, including electronics, fashion, and collectibles. Users can list items for auction or use the 'Buy It Now' option for immediate purchases. eBay stands out from competitors with its vast selection, user-friendly interface, and strong buyer and seller protections, including free shipping on many items. The company's goal is to facilitate seamless transactions while generating revenue through transaction fees, advertising, and subscription services.

San Jose, CaliforniaHeadquarters

1995Year Founded

$6.5MTotal Funding

IPOCompany Stage

Consumer Software, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Company Match

Paid Vacation

Parental Leave

Risks

Niche e-commerce platforms like StockX and Poshmark may draw away eBay's customers.

Social media platforms with shopping features could divert traffic from eBay.

Direct-to-consumer brands bypassing marketplaces may reduce eBay's seller base.

Differentiation

eBay offers a unique auction-style listing alongside 'Buy It Now' options.

The platform provides robust buyer and seller protections, enhancing trust in transactions.

eBay's vast product selection includes new, refurbished, and second-hand items.

Upsides

eBay's acquisition of GSI Commerce strengthens its position as a global commerce partner.

The rise of social commerce offers eBay opportunities to integrate social shopping features.

Increased focus on sustainability aligns with eBay's refurbished and second-hand product categories.

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