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.Summary:The Customer Service AI Technology Product team defines and builds products, which leverage machine learning and artificial intelligence to predict, anticipate and respond to customers’ needs and resolve their issues in an automated fashion. These products automate support in multiple channels and platforms including traditional webchat, messaging platforms, social media channels and phone. The team works closely with Product Development, Site Search, Data Science, Engineering Design, and other cross-domain organizations to build scalable solutions that are used by millions of customers across the globe every day.The Role:We are seeking for our Customer Service Technology team an experienced Product Manager responsible for defining our long-term AI-guided Interactive Voice Product strategy for self-service and turning it into phenomenal customer experiences, every step of the way. The Senior Product Manager will work closely with all partners across the business within a fast moving, goal-oriented culture of business partners, customers, peer Product Managers, development teams, QA, reporting, and other functions, to meet product goals and improve the customer experience when they need help. The products we produce deliver meaningful changes to our customer’s experiences and produce tangible operational efficiencies for the business.Responsibilities:Develop, maintain and execute against the AI-guided Interactive Voice product roadmapIdeate, and drive data-driven decisions using various inputs sourcesResponsible for the planning and execution throughout the product life cycle, including gathering and prioritizing customer requirements, defining the vision and ensuring delivery of high-quality features on time to achieve defined customer satisfaction goalsExpand customer use cases that can be resolved via voice or digital AI-driven experiences and ensure a continuous feedback loop from contact centers and customers to identify pain points and improvement opportunitiesCommunicate plans and evangelize the AI-driven self-service products across the organization, drive integration and ensure desired positive impact is achievedEstablish and refine processes to ensure quality and accuracy in the AI-guided Voice product experiencesRequirements:Excellent leadership and communication skills across all levels of the organization. Able to build strategic relationship across organization and levelsTechnical savvy to support an understanding of the technical capabilities and constraintsStrong collaboration skills and attitude to foster a collaborative environment with both engineering and business resources across multiple time zonesReal passion for building amazing customer experiencesAbility to meet tight deadlines, handle a dynamic and changing environment, and possess good judgmentPossess the ability to balance innovation and operational effectiveness, able to optimize productivity and efficiency when working with your partnersA willingness to seek answers and remain well-informed of industry offerings and emerging technologies to create a successful product and customer experienceTrack record of delivering best-in-class customer experiences6+ years in product management with at least 3 years in Agile environment6+ years experience with Interactive Voice Response (IVR) systems2+ years of direct experience building a successful text and/or voice conversational help experiences for e-commerce marketplaces2+ years leading a product related to machine learning or natural language processing applied to consumer webConversational UX Design (Voice or Digital) experience a strong plusTelecom (PBX, Voice carriers, SIP, etc.) and contact center routing experience a strong plusBenefits 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/#LI-AS3The pay range for this position at commencement of employment in California, Washington, or New York City is expected in the range below.$149,200 - $234,850Base 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 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 talent@ebay.com. 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)" excludes residents of Colorado, Hawaii and New Mexico. This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.
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