Product Manager Workflow

Location:

Austin, Texas, United States
Salt Lake City, Utah, United States
Requisition Number:
R0055297

Summary:

Our eBay Customer Service Technology team is looking for a Product Manager to join our team and support the exciting evolution of our Teammate Tools Solution Sets. The successful candidate will play a key role in defining & executing our new Teammate Experiences that will reshape how our GCX Teammates are equipped for their roles.

This Product Manager will assist with translating business needs into precise requirements that lead to the definition of components for delivery as part of a configurable Service Desktop experience. This role will also be accountable for leading out on the definition of & implementation of clickstream.

The right candidate will demonstrate sound domain knowledge of supporting contact center solutions and for whom using clickstream type instrumentation to drive objective insights for sound product decisions is a natural part of their thinking. Through effective communication and global partnership, they will improve our ability to assess end-to-end customer service experiences leading to delightful customer experiences and positive business impact. They will collaborate closely with our Senior Product Managers, Business Partners and Engineering teams to keep up to date on our current and upcoming capabilities to be able to recommend high-level solutions to drive our strategy.

Product Definition and Domain Knowledge

  • Manages the design process through multiple waves of divergent and convergent thinking.

  • Defines global requirements for an end-to-end customer experience. Specifications rarely require clarification. Consults effectively with other product teams. Adjusts requirements based on new data or strategy changes. Influences designers on front-end experience specifications.

  • Designs tests to evaluate solutions with data. Adapts analysis to specific situations with global implications. Seeks out appropriate data from other teams.

  • Understands systems and technologies related to their domain. Knows all the services required to support a specific user scenario.

  • Can interview a candidate for technical competencies in their domain. Collaborates with Tech ops to ensure reliability.

  • Facilitates all aspects of the technical design in collaboration with engineering effectively across multiple teams and platforms.

  • Understands localization impact of product changes.

Business Impact and Global Partnership

  • Assists with development of a global product strategy.

  • Considers customer adaptation, change management and seller communications in creating product requirements and launch plans. Partners across teams to create customer experiences that reinforce corporate branding and messaging.

  • Takes ownership of success metrics, including quality and performance of the live product. Identifies business accelerators in their domain. Provides a strong product point of view on business opportunity assessments. Understands the global business strategy and objectives for Marketplaces.

  • Writes clearly in ways that can be understood by co-workers of different geographies or cultural backgrounds. Drives closure of issues in writing. Is appropriately succinct, providing the amount of detail necessary.

  • Persuades peers and project stakeholders. Presents clearly and keeps presentations on track. Presents the right information at the right level based on audience. Answers questions from executives confidently and accurately.

  • Represents CSTechworking with global stakeholders. Gives timely feedback to the product triad. Resolves small conflicts without escalation. Leverages understanding of product triad roles to remove friction and challenge the team. Represents the product triad in business unit interactions.

Customer Centricity

  • Learning to filter most relevant data from multiple sources to understand customer issues. Expert at partnering with GCX Insights, IA, Data & Reporting and GCX User Research to obtain qualitative and quantitative data.

Planning and Project Management

  • Creates a project plan and launches product changes with minimal guidance. Sets appropriate milestones and final deadlines for cross functional team. Practices judgment to involve a senior PM as needed. Leads effective project meetings.

  • Understands the benefits of the most common software development methodologies (waterfall, scrum, etc.)

Job Requirements & Qualifications:

  • 5 years of Experience as a Product Manager

  • Proven experience delivering solutions for Customer Service Technology including Assisted Service, Contact Channels, Teammate tools or workforce optimization.

  • Demonstrable Experience in implementing and delivering Clickstream/Application Instrumentation capabilities.

  • Experienced in using objective data insights to drive recommendations for improvements & opportunities to stakeholders

  • Familiar with defining UI Concepts, from wireframing to low fidelity mockups to convey an end to end solution proposal.

  • Ability to convey customer and teammate needs through effective storytelling and presentations

  • Ability to multi-task and work in a fast-paced quick changing environment

  • Always learning; approaches each interaction with open mind; great listener and hands-on

  • Self-aware and strategic thinker

  • Proficient at collaboration and building trusted relationships with cross functional teams

  • Desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies and innovate

  • Critical Thinking & Problem-Solving skills

#LI-NG1

#LI-Remote

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. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

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 and accessibility info

Product Manager Workflow

Austin, Texas, United States
Salt Lake City, Utah, United States
Requisition Number R0055297 Subsidiary eBay

Summary:

Our eBay Customer Service Technology team is looking for a Product Manager to join our team and support the exciting evolution of our Teammate Tools Solution Sets. The successful candidate will play a key role in defining & executing our new Teammate Experiences that will reshape how our GCX Teammates are equipped for their roles.

This Product Manager will assist with translating business needs into precise requirements that lead to the definition of components for delivery as part of a configurable Service Desktop experience. This role will also be accountable for leading out on the definition of & implementation of clickstream.

The right candidate will demonstrate sound domain knowledge of supporting contact center solutions and for whom using clickstream type instrumentation to drive objective insights for sound product decisions is a natural part of their thinking. Through effective communication and global partnership, they will improve our ability to assess end-to-end customer service experiences leading to delightful customer experiences and positive business impact. They will collaborate closely with our Senior Product Managers, Business Partners and Engineering teams to keep up to date on our current and upcoming capabilities to be able to recommend high-level solutions to drive our strategy.

Product Definition and Domain Knowledge

  • Manages the design process through multiple waves of divergent and convergent thinking.

  • Defines global requirements for an end-to-end customer experience. Specifications rarely require clarification. Consults effectively with other product teams. Adjusts requirements based on new data or strategy changes. Influences designers on front-end experience specifications.

  • Designs tests to evaluate solutions with data. Adapts analysis to specific situations with global implications. Seeks out appropriate data from other teams.

  • Understands systems and technologies related to their domain. Knows all the services required to support a specific user scenario.

  • Can interview a candidate for technical competencies in their domain. Collaborates with Tech ops to ensure reliability.

  • Facilitates all aspects of the technical design in collaboration with engineering effectively across multiple teams and platforms.

  • Understands localization impact of product changes.

Business Impact and Global Partnership

  • Assists with development of a global product strategy.

  • Considers customer adaptation, change management and seller communications in creating product requirements and launch plans. Partners across teams to create customer experiences that reinforce corporate branding and messaging.

  • Takes ownership of success metrics, including quality and performance of the live product. Identifies business accelerators in their domain. Provides a strong product point of view on business opportunity assessments. Understands the global business strategy and objectives for Marketplaces.

  • Writes clearly in ways that can be understood by co-workers of different geographies or cultural backgrounds. Drives closure of issues in writing. Is appropriately succinct, providing the amount of detail necessary.

  • Persuades peers and project stakeholders. Presents clearly and keeps presentations on track. Presents the right information at the right level based on audience. Answers questions from executives confidently and accurately.

  • Represents CSTechworking with global stakeholders. Gives timely feedback to the product triad. Resolves small conflicts without escalation. Leverages understanding of product triad roles to remove friction and challenge the team. Represents the product triad in business unit interactions.

Customer Centricity

  • Learning to filter most relevant data from multiple sources to understand customer issues. Expert at partnering with GCX Insights, IA, Data & Reporting and GCX User Research to obtain qualitative and quantitative data.

Planning and Project Management

  • Creates a project plan and launches product changes with minimal guidance. Sets appropriate milestones and final deadlines for cross functional team. Practices judgment to involve a senior PM as needed. Leads effective project meetings.

  • Understands the benefits of the most common software development methodologies (waterfall, scrum, etc.)

Job Requirements & Qualifications:

  • 5 years of Experience as a Product Manager

  • Proven experience delivering solutions for Customer Service Technology including Assisted Service, Contact Channels, Teammate tools or workforce optimization.

  • Demonstrable Experience in implementing and delivering Clickstream/Application Instrumentation capabilities.

  • Experienced in using objective data insights to drive recommendations for improvements & opportunities to stakeholders

  • Familiar with defining UI Concepts, from wireframing to low fidelity mockups to convey an end to end solution proposal.

  • Ability to convey customer and teammate needs through effective storytelling and presentations

  • Ability to multi-task and work in a fast-paced quick changing environment

  • Always learning; approaches each interaction with open mind; great listener and hands-on

  • Self-aware and strategic thinker

  • Proficient at collaboration and building trusted relationships with cross functional teams

  • Desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies and innovate

  • Critical Thinking & Problem-Solving skills

#LI-NG1

#LI-Remote

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. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

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 and accessibility info