Sr. Product Manager - CX&AI

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About the team and the role: 

At eBay, every customer interaction matters. With millions of buyers and sellers around the world, our contact center is more than a support function—it’s the front line of trust, loyalty, and effortless commerce. We are seeking a Product Manager – AI & Contact Center Platforms to reimagine how AI powers these experiences, ensuring that every conversation—whether automated or agent-assisted—feels seamless, personalized, and low-effort.

In this role, you’ll be at the center of eBay’s AI-driven transformation of CX, partnering with Self-Service and Agent Assist Product Managers to build a coordinated ecosystem that simplifies customer journeys and empowers agents. You’ll drive both innovation and structure: experimenting with new AI capabilities while putting in place the frameworks, governance, and platforms that make them scalable and balanced.

Your performance will be evaluated based on a primary goal: improving customer experience ease. By combining operational efficiency, analytics, and platform leadership, you’ll help millions of people worldwide buy and sell with confidence—making eBay not just easier, but more fabulous, every single day.

What you will accomplish: 

• You will work hand-in-hand with Self-Service and Agent Assist product leaders to weave AI into a detailed, end-to-end ecosystem. Ensure customer journeys are effortless, agents are empowered, and AI works behind the scenes to reduce friction at every step.

• Develop and deliver automation that removes complexity for customers and agents alike. From smarter routing to predictive staffing, build systems that cut down on repeat contacts, minimize wait times, and simplify the overall experience.

• 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. Oversee APIs, vendor ecosystems, and technology partnerships to ensure our infrastructure supports the rapid adoption of AI across all channels.

• Balance experimentation with execution by piloting new AI use cases while building frameworks, playbooks, and governance to guide balanced adoption. Bring both creativity and discipline to how AI transforms the way we work.

• Engage business collaborators as partners in transformation. Use storytelling, data-driven narratives, and clear success measures to align them with the AI vision. Develop clarity, build trust, and ensure leaders across the organization are advocates for reducing customer effort through AI.

What you will bring: 

• 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.

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

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 [email protected]. 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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