Sr. Product Manager, Digital AI Chat Bot

eBay - Austin, TX

Full-time - Mid Level

Remote - Austin, TX

Professional, Scientific, and Technical Services

About the position

The Sr. Product Manager for Digital AI Chat Bot at eBay is responsible for defining and executing the long-term Conversational AI strategy for customer service. This role focuses on enhancing customer experiences through innovative AI-driven solutions, collaborating with various teams to ensure the delivery of high-quality features that meet customer satisfaction goals.

Responsibilities

• Develop, maintain and execute against a Conversational AI product roadmap for Customer Service
• Ideate and drive data-driven decisions using various input sources
• Plan and execute throughout the product life cycle, capturing and prioritizing customer requirements
• Define the vision and ensure delivery of high-quality features on time
• Expand customer use cases that can be resolved via voice or digital AI-driven experiences
• Communicate plans and evangelize AI-driven self-service products across the organization
• Establish and refine processes to ensure quality and accuracy in Conversational AI channels

Requirements

• 7+ years in product management with at least 3 years in an Agile environment
• 2+ years of direct experience building a successful text and/or voice conversational bot in e-commerce marketplaces
• 2+ years leading a product related to machine learning or natural language processing (NLP) applied to consumer web applications
• Excellent product management skills, including strategy construction and roadmap building
• Experience in experimentation, building pilots, and A/B testing
• Excellent leadership and communication skills across all levels of the organization
• Technical savvy to support an understanding of technical capabilities and constraints
• Strong collaboration skills and attitude to foster a collaborative environment
• Real passion for building amazing customer experiences
• Ability to meet tight deadlines and handle a dynamic environment
• Ability to balance innovation and operational effectiveness
• Track record of delivering best-in-class customer experiences

Nice-to-haves

• Conversational UX Design experience

Benefits

• Health insurance
• 401k
• Paid holidays
• Flexible scheduling
• Professional development opportunities