Product Manager, CS Channels in Draper, UT

$80K - $100K(Ladders Estimates)

eBay   •  

Draper, UT 84020

Industry: Consumer Technology


5 - 7 years

Posted 58 days ago

This job is no longer available.

The role:

  • Develop, maintain and execute the product roadmap for all existing and future Customer Service contact channels (Phone, Chat, Sms, Social…)
  • Partner with other Product Owners to drive the AI strategy of Customer Service
  • 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

Valid Through: 2019-9-16