Senior Manager, AI Products

Key Skills

Aartificial intelligence, Effective communication skills, Interactive Voice Response - IVR, Leadership Skill, Natural Language Processing (NLP), Natural Language Understanding-NLU, Product Management

Job Description

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.

From the latest technology to rare collectibles and antiques eBay’s inventory is unparalleled. With hundreds of millions of items listed on eBay at any time, the scale at which we operate puts us in a unique position to innovate and provide immediate value to the business. We are responsible for one of the most critical functions of the business, enabling the connection between our Seller’s inventory with our Buyer’s demand, representing billions of dollars of goods and services bought on eBay annually.

The Role:

You will be responsible for the management of the AI Product team which includes Product Managers in multiple sites. You will lead a dedicated group of individual contributors and shape the future generation of Product Managers.

You will be hands-on in the formulation and execution of our strategy with a constant obsession to define and solve customer problems. This role will require exceptional leadership skills and an understanding of how to manage a diverse group of highly skilled individuals through a period of significant company momentum and growth.

You will help us build data-driven solutions, with a focus on creating more efficient, effective and innovative automated experiences. This role requires someone who has the vision to build out new product ideas from the ground up - this means that you can bring structure and simplicity to complicated problems. This role will work directly with many partners both within and outside of eBay Customer Service Technology team, so phenomenal communication skills are required. You will also be heavily involved in capturing insights for features by using business analytics, user research, market research, design, and more. You will synthesize information from multiple sources to drive the vision for how users will interact with our products.

Responsibilities:

• Envision, develop, and maintain the AI Product roadmap and align resources to complete the roadmap

• Lead, develop, guide and mentor a diverse, inclusive and high functioning team

• Collaborate with leaders across eBay’s management teams to align priorities and plans, provide updates and enable a continuous feedback loop

• Innovate and re-enforce the discipline of our product development practices, from roadmap to sprint reviews

• Evangelize the AI-Guided products across organizations, drive adoption and ensure desired positive impact is achieved

• Ensure the team plans and implements 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 and business goals

• Find opportunities and use cases that can be resolved via AI-Guided Service solutions

• Partner closely with analytics and enterprise data teams to ensure proper measurement, instrumentation, monitoring and reporting of product success post launch

• Understand the dynamics of our ecosystem and drivers of critical metrics and provide business recommendations accordingly

Requirements:

• 7+ years of product management experience

• 5+ years of experience with Intelligent Virtual Assistants, Interactive Voice Response (IVR) systems, or Help Bots

• Strong understanding of Natural Language Understanding (NLU) and Natural Language Processing (NLP)

• Experience leading a Product / Program Management team

• Excellent mentorship, communication and leadership skills

• Domain expertise and experience with global customer support operations, contact center technologies, and channel strategies

• Experience successfully leading multiple projects through product life cycle from concept to delivery

• Insights driven approach, derived from multiple sources of information and industry best practices

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/

The pay range for this position at commencement of employment in California, Washington, or New York City is expected in the range below.

$168,400 - $262,900

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.