Sr. Dir. Prod. Mgmt. CS Technology

Location:

Austin, Texas
Draper, Utah
Requisition Number:
R0047265

We are looking for a Senior Director, Product Management to join our Customer Service Technology team, who will lead the efforts focused on delivering both customer and contact center agent facing experiences and solutions for eBay’s global customer service team. This position will work to define and drive development and implementation of the technical solutions vital to provide premier end to end customer service for eBay’s Platform. This Senior Director will be a key leader, partnering and influencing CS Technology partners to ensure the effective operation and advancement of the organization’s technology strategy and will report directly to the VP of CS Technology.

Change Agent:

We are looking for a forward-thinking leader who can define the future of the experience powered by technology needed to support Customer Service at eBay. Never comfortable with the status quo, constantly pushing the boundaries, tries new things, and has the mental agility to help craft the future.

Customer Focused:

A key dedication of the CS Technology organization is building a groundbreaking eBay Service experience. This leader will be instrumental in driving customer-centric thinking and standard methodologies into the servicing processes, and will partner closely with the Customer Service and Engineering leadership to build compelling breakthrough experiences for our customers and our agents.

Results Driven:

The leader will be a hardworking advocate for eBay’s customers and will deliver highly available, scalable and innovative technology solutions that enable eBay’s customers to quickly solve their issues via self-serve and also allow customer service agents to deliver a great customer experience. Must be comfortable working in a fast-paced environment with a bent for getting things done. Think big while maintaining a passionate attention to detail with a driven focus on technology enabled experiences.

Visionary / Innovator:

The candidate should be a creative, innovative, and curious leader who has a passion for technology, commerce and customer service. We need a strategic problem solver who enjoys ambitious organizations to fulfill their potential and deliver for customers.

The ideal candidate will have previously defined, built and executed a digital transformation strategy for customer service. Must possess a deep technical understanding of current and future trends within the customer service industry and be capable of developing and executing a strategy that brings to bear new technology to support overall applications evolution and business performance. An authority at designing, developing, and deploying scalable digital solutions to deliver enterprise-grade solutions with elite consumer-grade UI/UX. This leader will work closely with service delivery and domain leads to define and build the CS tools that will lead the industry.

Equally important is tried general management skills and the ability to build relationships and influence across the organization at all levels. This person will be responsible for developing the right communications and processes, talent, and organization structure to achieve product objectives.

Key Responsibilities:

  • Clearly define the customer experience technology strategy to lead eBay in technology driven solutions and create a reputation as industry leader.

  • Maximize global efficiencies with the ability to customize and innovate for local markets.

  • Provide leadership and support for the technology platforms, which includes multiple internal and external partners in addition to the product organization.

  • Drive product vision, strategy, and execution for eBay servicing customer experience.

  • Drive the UI/UX research and product design team to ensure both customer and agent solutions are intuitive, brand aligned and deliver modern and future focused interactions.

  • Partner closely with technology, functional business unit(s) and other key partners to deliver a differentiated experience that demonstrates new technologies.

  • Obsess over technology solutions and details to achieve simplicity and stability.

  • Translate objectives into specific tactical plans that achieve quality and on-time delivery expectations.

  • Define and set standards for the product, technology, system(s) performance, and return on investment.

  • Accelerate the development of our future state service solution that provides global workforce capabilities and flexibility, while using industry best in class solutions.

Job Requirements & Qualifications:

  • 7-10+ years product management experience in a highly dynamic and distributed customer service environment.

  • 7-10 + years of proven experience in leading and supporting a large volume and highly available technology environment.

  • Proven Product/technology leader with experience in redefining technology, preferably for a complex global customer service organization with a large user/customer base

  • Experience with customer service technology packages (e.g., Siebel, Oracle Knowledge, Genesys, etc.) AND custom development experience.

  • Enthusiastic about the latest mobile, commerce, consumer internet trends and emerging technologies including AI and Bot driven conversational experiences.

  • Proven experience implementing technology solutions to help streamline organizational needs and meet legal-related and industry-specific compliance standards and regulations.

  • Proven ability to work with a large cross-functional team to define the team’s business, product and technology strategy.

  • Excellent communication skills (e.g., ability to make the complex seem simple), product management capabilities, and operational excellence.

  • Passion, and a consistent track record, for delivering technology experiences that delight customers

  • Ability to shift from developing and communicating a strategy to executing in a cross-functional, matrixed organization.

  • Leader with vision who inspires those around them to challenge the status quo.

  • Well-honed influencing skills; ability to negotiate and gain consensus between organizations where competing priorities exist.

  • Curious and creative, able to push boundaries, ask “why?” and “why not?”, and is tenacious with problem-solving skills.

Here at eBay, we love creating opportunities for others by connecting people from a diverse set of 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 outstanding self to work.. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/our-company/diversity-inclusion/.

#LI-NW1

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 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

Sr. Dir. Prod. Mgmt. CS Technology

Austin, Texas
Draper, Utah
Requisition Number R0047265 Subsidiary eBay

We are looking for a Senior Director, Product Management to join our Customer Service Technology team, who will lead the efforts focused on delivering both customer and contact center agent facing experiences and solutions for eBay’s global customer service team. This position will work to define and drive development and implementation of the technical solutions vital to provide premier end to end customer service for eBay’s Platform. This Senior Director will be a key leader, partnering and influencing CS Technology partners to ensure the effective operation and advancement of the organization’s technology strategy and will report directly to the VP of CS Technology.

Change Agent:

We are looking for a forward-thinking leader who can define the future of the experience powered by technology needed to support Customer Service at eBay. Never comfortable with the status quo, constantly pushing the boundaries, tries new things, and has the mental agility to help craft the future.

Customer Focused:

A key dedication of the CS Technology organization is building a groundbreaking eBay Service experience. This leader will be instrumental in driving customer-centric thinking and standard methodologies into the servicing processes, and will partner closely with the Customer Service and Engineering leadership to build compelling breakthrough experiences for our customers and our agents.

Results Driven:

The leader will be a hardworking advocate for eBay’s customers and will deliver highly available, scalable and innovative technology solutions that enable eBay’s customers to quickly solve their issues via self-serve and also allow customer service agents to deliver a great customer experience. Must be comfortable working in a fast-paced environment with a bent for getting things done. Think big while maintaining a passionate attention to detail with a driven focus on technology enabled experiences.

Visionary / Innovator:

The candidate should be a creative, innovative, and curious leader who has a passion for technology, commerce and customer service. We need a strategic problem solver who enjoys ambitious organizations to fulfill their potential and deliver for customers.

The ideal candidate will have previously defined, built and executed a digital transformation strategy for customer service. Must possess a deep technical understanding of current and future trends within the customer service industry and be capable of developing and executing a strategy that brings to bear new technology to support overall applications evolution and business performance. An authority at designing, developing, and deploying scalable digital solutions to deliver enterprise-grade solutions with elite consumer-grade UI/UX. This leader will work closely with service delivery and domain leads to define and build the CS tools that will lead the industry.

Equally important is tried general management skills and the ability to build relationships and influence across the organization at all levels. This person will be responsible for developing the right communications and processes, talent, and organization structure to achieve product objectives.

Key Responsibilities:

  • Clearly define the customer experience technology strategy to lead eBay in technology driven solutions and create a reputation as industry leader.

  • Maximize global efficiencies with the ability to customize and innovate for local markets.

  • Provide leadership and support for the technology platforms, which includes multiple internal and external partners in addition to the product organization.

  • Drive product vision, strategy, and execution for eBay servicing customer experience.

  • Drive the UI/UX research and product design team to ensure both customer and agent solutions are intuitive, brand aligned and deliver modern and future focused interactions.

  • Partner closely with technology, functional business unit(s) and other key partners to deliver a differentiated experience that demonstrates new technologies.

  • Obsess over technology solutions and details to achieve simplicity and stability.

  • Translate objectives into specific tactical plans that achieve quality and on-time delivery expectations.

  • Define and set standards for the product, technology, system(s) performance, and return on investment.

  • Accelerate the development of our future state service solution that provides global workforce capabilities and flexibility, while using industry best in class solutions.

Job Requirements & Qualifications:

  • 7-10+ years product management experience in a highly dynamic and distributed customer service environment.

  • 7-10 + years of proven experience in leading and supporting a large volume and highly available technology environment.

  • Proven Product/technology leader with experience in redefining technology, preferably for a complex global customer service organization with a large user/customer base

  • Experience with customer service technology packages (e.g., Siebel, Oracle Knowledge, Genesys, etc.) AND custom development experience.

  • Enthusiastic about the latest mobile, commerce, consumer internet trends and emerging technologies including AI and Bot driven conversational experiences.

  • Proven experience implementing technology solutions to help streamline organizational needs and meet legal-related and industry-specific compliance standards and regulations.

  • Proven ability to work with a large cross-functional team to define the team’s business, product and technology strategy.

  • Excellent communication skills (e.g., ability to make the complex seem simple), product management capabilities, and operational excellence.

  • Passion, and a consistent track record, for delivering technology experiences that delight customers

  • Ability to shift from developing and communicating a strategy to executing in a cross-functional, matrixed organization.

  • Leader with vision who inspires those around them to challenge the status quo.

  • Well-honed influencing skills; ability to negotiate and gain consensus between organizations where competing priorities exist.

  • Curious and creative, able to push boundaries, ask “why?” and “why not?”, and is tenacious with problem-solving skills.

Here at eBay, we love creating opportunities for others by connecting people from a diverse set of 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 outstanding self to work.. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/our-company/diversity-inclusion/.

#LI-NW1

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 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