Lead Product Manager, Digital Analytics

Location:

San Jose, California
Requisition Number:
R0042667

About the Company:

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

About the Team:

The Customer Service Technology Team is responsible for Product Management, Engineering and Technology Operations that empowers our Customer Service experience. From the site help and contact functionality to the tools our agents use for supporting our customers to the phone on the desk, we work to ensure that eBay’s service technology is leading the industry.

We are not your 'traditional' IT team that focuses on simply purchasing off the shelf solutions and stitching them together. We are on a transformation journey to evolve into a true customer focused engineering organization where we put customer experience first, create highly leveraged and loved platforms with an emphasis on operational excellence such as ensuring our platforms and services are scalable, rigorous and reliable. Where we choose to continue with packaged software we will invent our way around their limitations such as poor UI, scale or feature limitations.

We truly believe that great design and efficient processes have the ability to engage and inspire customers and end users. We strive to rethink and redefine how users interact with our products, tools and experiences. We value precision coupled with a “get things done” mentality, and look for proven skills over big egos. If you are obsessed with the customer experience, digging into complex processes, and defining amazing customer focused solutions, this is the team for you!

Position Summary:

We are seeking an experienced Product Manager, Digital Analytics responsible for the definition of the digital analytics strategy of the Self & Guided Service team in support of creating great customer experiences, every step of the way.

This is an exciting, impactful role where you will define the analytics needs of the Self & Guided Service team and help us get to the next level of customer experience for millions of customers every year, with the right insights.

You will work closely with all partners across the business within a fast moving, goal-oriented culture: business partners, customers, product managers, analysts, development teams, QA, and other functions, to meet product goals and improve the experience of customers who need help.

Position Responsibilities:

  • Build the vision, strategy, and roadmap of Analytics that the Self & Guided Service team should invest in to drive step-change impact for our customers by setting the foundations of behavioral analytics
  • Architect and implement the web analytics clickstream strategy and standards for all digital help properties
  • Map all existing Self & Guided Service metrics? and gap to achieve the vision
  • Execute towards that vision
  • Have a clear pulse on innovations across the analytics community and help identify new opportunities 
  • Define and analyze metrics that inform the success of products
  • Drive integration of market analysis, research and usability studies from various GCX and eBay into product requirements
  • Work with the Product and Design team to develop persona and customer journey mapping based on data findings
  • Use data and insights to both evaluate the help customer experience and contribute to the strategy development
  • Act as an authority of stitching and calibrating data across various data sources that relate to the customer's digital help journey

Job requirements:

  • Stellar analytical skills and experience
  • Proven capability in SQL, as well as an understanding of statistical analysis, and common pitfalls of data analysis
  • Can be autonomous and self-reliant
  • Deep understanding of who eBay users are, their needs and issues across their customer journey
  • Technical savvy to support an understanding of the technical capabilities and constraints
  • Standout colleague with collaborative mentality: Must be able to build strategic relationship across organization and levels
  • A willingness to seek answers and proactively mine information needed to create a successful product and customer experience
  • Track record of following through on commitments

Qualifications and Education Requirements:

  • 10 or more years of experience in consumer product analytics, ideally in a customer service environment
  • Previous data/BI analyst experience
  • Hands-on experience with Google web analytics tools, Google tag management, optimization and data visualization tools (Tableau, MicroStrategy, PowerBi or similar)
  • Experience defining vision and strategy for a technical product
  • Experience going through full product cycle, integrating customer feedback into product requirements and driving prioritization
  • High energy and a desire to work in a result oriented, dynamic and fast-growing environment
  • Successful candidates will have a passion for eCommerce marketplaces, exhibit a strong bias for action, possess collaboration and partner management skills and an intuition in balancing “right” and “fast”
  • Comfort operating in global environments across cultures, locations, and time zones

Benefits:

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

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

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

Lead Product Manager, Digital Analytics

San Jose, California Requisition Number R0042667

About the Company:

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

About the Team:

The Customer Service Technology Team is responsible for Product Management, Engineering and Technology Operations that empowers our Customer Service experience. From the site help and contact functionality to the tools our agents use for supporting our customers to the phone on the desk, we work to ensure that eBay’s service technology is leading the industry.

We are not your 'traditional' IT team that focuses on simply purchasing off the shelf solutions and stitching them together. We are on a transformation journey to evolve into a true customer focused engineering organization where we put customer experience first, create highly leveraged and loved platforms with an emphasis on operational excellence such as ensuring our platforms and services are scalable, rigorous and reliable. Where we choose to continue with packaged software we will invent our way around their limitations such as poor UI, scale or feature limitations.

We truly believe that great design and efficient processes have the ability to engage and inspire customers and end users. We strive to rethink and redefine how users interact with our products, tools and experiences. We value precision coupled with a “get things done” mentality, and look for proven skills over big egos. If you are obsessed with the customer experience, digging into complex processes, and defining amazing customer focused solutions, this is the team for you!

Position Summary:

We are seeking an experienced Product Manager, Digital Analytics responsible for the definition of the digital analytics strategy of the Self & Guided Service team in support of creating great customer experiences, every step of the way.

This is an exciting, impactful role where you will define the analytics needs of the Self & Guided Service team and help us get to the next level of customer experience for millions of customers every year, with the right insights.

You will work closely with all partners across the business within a fast moving, goal-oriented culture: business partners, customers, product managers, analysts, development teams, QA, and other functions, to meet product goals and improve the experience of customers who need help.

Position Responsibilities:

  • Build the vision, strategy, and roadmap of Analytics that the Self & Guided Service team should invest in to drive step-change impact for our customers by setting the foundations of behavioral analytics
  • Architect and implement the web analytics clickstream strategy and standards for all digital help properties
  • Map all existing Self & Guided Service metrics? and gap to achieve the vision
  • Execute towards that vision
  • Have a clear pulse on innovations across the analytics community and help identify new opportunities 
  • Define and analyze metrics that inform the success of products
  • Drive integration of market analysis, research and usability studies from various GCX and eBay into product requirements
  • Work with the Product and Design team to develop persona and customer journey mapping based on data findings
  • Use data and insights to both evaluate the help customer experience and contribute to the strategy development
  • Act as an authority of stitching and calibrating data across various data sources that relate to the customer's digital help journey

Job requirements:

  • Stellar analytical skills and experience
  • Proven capability in SQL, as well as an understanding of statistical analysis, and common pitfalls of data analysis
  • Can be autonomous and self-reliant
  • Deep understanding of who eBay users are, their needs and issues across their customer journey
  • Technical savvy to support an understanding of the technical capabilities and constraints
  • Standout colleague with collaborative mentality: Must be able to build strategic relationship across organization and levels
  • A willingness to seek answers and proactively mine information needed to create a successful product and customer experience
  • Track record of following through on commitments

Qualifications and Education Requirements:

  • 10 or more years of experience in consumer product analytics, ideally in a customer service environment
  • Previous data/BI analyst experience
  • Hands-on experience with Google web analytics tools, Google tag management, optimization and data visualization tools (Tableau, MicroStrategy, PowerBi or similar)
  • Experience defining vision and strategy for a technical product
  • Experience going through full product cycle, integrating customer feedback into product requirements and driving prioritization
  • High energy and a desire to work in a result oriented, dynamic and fast-growing environment
  • Successful candidates will have a passion for eCommerce marketplaces, exhibit a strong bias for action, possess collaboration and partner management skills and an intuition in balancing “right” and “fast”
  • Comfort operating in global environments across cultures, locations, and time zones

Benefits:

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

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

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