Product Manager, Assisted Service

Ebay Inc. Salt Lake City , UT 84101

Posted 12 months ago

About the Company:

Looking for a company that inspires passion, courage and creativity, where you can be part of the team crafting the future of global commerce? At eBay, your work makes a difference.

Position Summary:

We are seeking for our Customer Service Technology team an experienced Product Manager responsible for shaping and defining on our long-term channel strategy for Customer Service and turning it into great customer experiences, every step of the way.

The Product Manager will collaborate with all partners across the business within a fast moving culture focused on successful execution: 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 role:

  • Develop, maintain and execute the product roadmap for all existing and future Customer Service contact channels (Phone, Chat, Sms, Social)

  • Ideate, and drive data-driven decisions using various inputs from partners and customers

  • Responsible for the planning and execution throughout the product life cycle, including gathering and prioritizing customer requirements, defining the vision and ensure delivery of high quality features on time to achieve defined customer satisfaction goals

  • Ensure feedback loop from reps and customers to identify issues and improvement opportunities

  • Lead our vendor relationship where applicable

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

  • Understand the dynamics and drivers of succes metrics and provide business recommendations accordingly

  • Tackle complex problems in simple ways, distill complex discussions into actionable summaries and communicate plans and progress to leadership and partner teams

  • Evangelize the Self-Service products across the organization, drive integration and ensure desired positive impact is achieved

You are:

  • Collaborative Partner: You demonstrate excellent communication skills across all levels of the organization. You can contextualize and translate a problem and its solution to partners of varying backgrounds to ignite passion and support for your product or ideas. You are technical savvy to work closely with developers, understanding their technical capabilities and constraints. You use excellent judgment and have high standards and are never satisfied with the status quo.

  • eBay Enthusiast: You love eBay and aspire to deliver extraordinary products and customer experiences. You can empathize with your customers and your innovations are driven by their needs across their end-to-end customer journey

  • Strategic Thinker: You can develop a deep understanding of your product vision, the value it brings to customers and its market differentiator. You have insights into how the product, industry and competition will evolve so you can continue to generate tremendous value to your customers. You have a proven growth mindset and can think creatively

  • Strong Executor: You are strongly oriented towards results. You have an inner drive that pulls you over obstacles and propels you through to the finish line while maintaining impeccable quality and integrity. You pose good judgment in balancing between innovation and robust operation, able to optimize productivity and efficiency when working with your partners

You have:

  • 6+ years in Product Management and experience in an Agile environment

  • Track record of delivering amazing consumer experiences

  • Direct experience building successful contact channel experiences in an e-commerce marketplaces from an end-to-end perspective, frontend and backend.

  • Detailed understanding of how customer service operations work

  • Familiarity with data science/ machine learning concepts is a plus

  • Familiarity with conversational AI/ Chatbots is a plus

  • Comfort operating in global environments across cultures, locations, and time zones

  • Analytical and comfortable making data-driven decisions

  • Collaborative in nature, ability to make the complex seem simple

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 are safe, included, and that you have the opportunity to bring your unique self to work. To learn about our Diversity Inclusion click here: https://www.ebayinc.com/our-company/diversity-inclusion/

is a Subsidiary of eBay.

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy

View our accessibility info

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.

For more information see:

EEO is the Law Poster

EEO is the Law Poster Supplement


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Identity & Access Management (Iam) Product Manager

Pwc

Posted 3 days ago

VIEW JOBS 2/15/2020 12:00:00 AM 2020-05-15T00:00 A career in Information Security, within Internal Firm Services, will provide you with the opportunity to develop and support our internal security technologies and services across the entire global and local PwC network. You'll focus on being the forefront of designing, developing, and implementing information technology including hardware, software, and networks that enhances security of internal information and protect our firms intellectual assets. To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be an authentic and inclusive leader, at all grades/levels and in all lines of service. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future. As a Senior Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to: * Take action to ensure everyone has a voice, inviting opinion from all. * Establish the root causes of issues and tackle them, rather than just the symptoms. * Initiate open and honest coaching conversations at all levels. * Move easily between big picture thinking and managing relevant detail. * Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required. * Develop specialised expertise in one or more areas. * Advise stakeholders on relevant technical issues for their business area. * Navigate the complexities of global teams and engagements. * Build trust with teams and stakeholders through open and honest conversation. * Uphold the firm's code of ethics and business conduct. Job Requirements and Preferences: Basic Qualifications: Minimum Degree Required: High School Diploma Minimum Years of Experience: 5 year(s) of progressive professional roles involving information security and/or IT management. Preferred Qualifications: Degree Preferred: Bachelor Degree Preferred Knowledge/Skills: Demonstrates extensive knowledge of: * Service Introduction principles as applied in the support of and integration with key business and strategic priorities; * Contributing new intellectual capital through deep knowledge and direct professional experience in a subject matter area or technical domain within this function; - Translating overall strategy by leading or managing others and performing work with significant independence; * Influencing both internally and externally through building and leading a large team or complex project, or multiple teams or projects, within the Service Introduction team; * Leading cross-functional teams and sub-teams, completing projects and tasks on-time and as promised; * Creating service management workflow for the integration and on-boarding of security technologies; * Designing, defining, refining, and documenting the end to end service capability; * Building and maintaining complex programs while supervising teams to execute against overall strategy; * Building and maintaining relationships across the network of firms to effectively deliver Cyber Service Management and Integration activities on behalf of NIS; and, * Executing tasks aligned to Service Management and Integration with autonomy. Demonstrates extensive-level abilities with, and a proven record of success in: * Transitioning, maintaining, or using Security Technologies such as Security Incident and Event Management (SIEM), Endpoint protection, Data Loss Prevention, Forensic tools; * Understanding of security technology operational industry standards; * Contributing to a central technology service organization; * Navigating a matrix organization; and, * Collaborating with multiple stakeholders across functional and technical skillsets. All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer. For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance. Pwc Salt Lake City UT

Product Manager, Assisted Service

Ebay Inc.