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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:
The AI Self Service team defines and builds features that optimize the way customers find and access helpful customer support content and services anywhere within their digital journey. 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. The team works closely with Product Development, Site Search, Data Science, Quality Engineering, Design, and other cross-domain organizations to build scalable solutions that are used by millions of customers across the globe every day. We are responsible for one of the most critical functions of the business, connecting our Seller’s inventory with our Buyer’s demand, representing billions of dollars of goods and services bought on eBay annually.
We are seeking an experienced Sr. Product Manager responsible for defining our long-term Conversational AI strategy for Help and turning it into excellent customer experiences, every step of the way. The Sr. 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 significant changes to our customer’s experiences and produce tangible operational efficiencies for the business.
What You Will Accomplish:
Develop, maintain and complete a Conversational AI product roadmap for Customer Service
Responsible 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 goals
Expand 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 difficulties and improvement opportunities
Communicate plans and evangelize the AI-driven self-service products across the organization, drive integration and ensure desired positive impact is achieved
Establish and refine processes to ensure quality and accuracy in the Conversational AI channels
What You Will Bring:
7+ years in product management with at least 3 years in an Agile environment
2+ years of direct experience building a successful text and/or voice conversational bot in e-commerce marketplaces
2+ years leading a product related to machine learning or natural language processing (NLP) applied to consumer web applications
Experience in experimentation, building pilots, and A/B testing
Excellent leadership and communication skills across all levels of the organization. Able to build strategic relationship across organization and levels
Collaboration skills and attitude to develop a collaborative environment with both engineering and business resources across multiple time zones
Possess the ability to balance innovation and operational effectiveness, able to optimize productivity and efficiency when working with your partners
A willingness to seek answers and remain well-informed of industry offerings and emerging technologies to create a successful product and customer experience
Track record of delivering best-in-class customer experiences
Conversational UX Design experience a strong plus
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