Ebay Sr. Product Manager - CXAI 

United States, Texas, Austin 

12088499

What you will accomplish:

• You will work hand-in-hand with Self-Service and Agent Assist product leaders to weave AI into a detailed, end-to-end ecosystem. Ensure customer journeys are effortless, agents are empowered, and AI works behind the scenes to reduce friction at every step.

• Develop and deliver automation that removes complexity for customers and agents alike. From smarter routing to predictive staffing, build systems that cut down on repeat contacts, minimize wait times, and simplify the overall experience.

• Harness the voice of the customer through analytics, NLP, and machine learning.

• Compose the roadmap for AI platforms and integrations that scale across the enterprise. Oversee APIs, vendor ecosystems, and technology partnerships to ensure our infrastructure supports the rapid adoption of AI across all channels.

• Balance experimentation with execution by piloting new AI use cases while building frameworks, playbooks, and governance to guide balanced adoption. Bring both creativity and discipline to how AI transforms the way we work.

• Engage business collaborators as partners in transformation. Use storytelling, data-driven narratives, and clear success measures to align them with the AI vision. Develop clarity, build trust, and ensure leaders across the organization are advocates for reducing customer effort through AI.

What you will bring:

• 5+ years of Product Management experience, ideally in contact center, customer experience, or SaaS platforms.

• Confirmed ability to deliver AI/ML-enabled solutions that reduce customer effort and drive operational efficiency.

• Solid understanding of contact center operations, workforce management, and CX metrics (CES, CSAT, NPS).

• Experience working cross-functionally with self-service and agent-facing product teams.

• Skilled in data analytics, visualization, and AI-driven insights.

• Familiarity with APIs, integrations, and cloud-based platforms.

• Background in data science, analytics, or AI product development.

• Certifications in AI/ML or cloud platforms a plus.

The base pay range for this position is expected in the range below: