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Our eBay Customer Service Technology team is looking for a Product Manager to support the implementation of new workflow based assisted service toolset focused on improving the way eBay serves its customers.
This Product Manager will define our end to end workflow concepts that will form part of an integrated assisted service experience.
This Product Manager will assist with strategic discussions, assess business priorities and goals, and guide our Assisted Service transformation capabilities.
They will leverage deep product domain knowledge with analytics to define our products to deliver sound scalable workflow experiences.
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 work with our product 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.
With minimal guidance, they will manage our workflow strategy and lead Sprint planning, Sprint Backlogs, and sprint execution.
Key Responsibilities :
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 partners. 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 CSTech working with global partners. Gives timely feedback to the product triad. Resolves small conflicts without escalation.
Leverages's understanding of product triad roles to remove friction and challenge the team. Represents the product triad in business unit interactions.
Evangelizes customer insights from their domain with peers across the organization.
Forms a global understanding of the customer experience in their domain based on a synthesis of insights from multiple qualitative and quantitative sources.
Uses customer insights to develop a product strategy and evaluate progress.
Represents customers passionately in trade-off decisions within their domain.
Helps simplify the teammate experience by eliminating unnecessary features.
Helps other PMs and business partners understand solution patterns and tools experiences leading to highly effective assisted service delivery.
Identifies unmet needs not explicitly requested by customers.
Planning and Project Management
Manages projects across multiple product teams to planned milestones. Communicates progress to partners proactively.
Plans for project risks and critical choke points with guidance. Advocates a software development methodology (waterfall, scrum, etc.
for a particular project based on experience.
Creates and manages the product roadmap.
Identify dependency requirements with Engineering across all needs (frontend, backend, reporting...) and support the acquisition of aligned dependency commitments.
Job Requirements & Qualifications :
7+ years of Experience as a Product Manager in Customer Service Technology including Assisted Service, Contact Channels, Teammate tools & workforce optimization.
Experience supporting major service technology transformations involving integrated workflow driven solutions
Ability to analyze business needs and shape recommendations for improvements to partners
Ability to convey customer and teammate needs through effective storytelling and presentations
Speaks and writes with clarity, brevity, and purpose; explains area of expertise clearly and confidently to others; influences and engages with authority and confidence
Ability to multi-task and work in a fast-paced quick changing environment
Business acumen and experience driving non-linear business outcome through technology solution and implementation at scale
Always learning, approaches each interaction with open mind, great listener and hands-on
Self-aware and strategic problem solver
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
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.
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