Sr. Product Manager - Case Management
Core
Lead the transformation of eBay's customer service case management from fragmented legacy systems to a unified, AI-powered platform supporting millions of buyers, sellers, and support teams.
Role type
Senior Product Manager (Customer Service/Case Management Platform)
Builds
Next-generation Case Management platform with AI-assisted resolution, intelligent workflow automation, and compliance capabilities
Domain
Ecommerce / Customer Service Operations / AI Integration
Deliverable
production ML models | product features
Required skills
Product roadmap ownership, translating business problems to measurable features, product discovery and definition, backlog prioritization, change management, user-centered design, success metric definition, technical product lifecycle management, AI/ML integration
Preferred skills
Leading digital/service technology transformations, working with complex hierarchical data models and multi-party workflows
Technologies
AI/ML capabilities, legacy system modernization tools
Responsibilities
Own the roadmap for end-to-end case management platform, define product requirements via data and user research, lead discovery and delivery with design and engineering, partner on adoption and change management, advocate for user-centered interfaces, define and measure success metrics
Seniority
Senior, hands-on IC