Sr. Product Manager - Case Management

Job Summary

Sr. Product Manager - Case Management

We are building a next-generation Case Management platform that will redefine how eBay's customer service organization tracks, manages, and resolves customer issues. The platform will replace fragmented legacy systems with a unified, intelligent, and AI-powered solution. It is built to support millions of buyers and sellers, customer support teammates, investigators, auditors, and compliance partners.

We are seeking a Senior Product Manager to lead this transformation - delivering on a world class capability that provides AI-assisted resolution, intelligent workflow automation, regulatory and compliance capabilities, and real-time insights.

This is a highly visible and complex product leadership opportunity with broad impact across eBay's customer service ecosystem. The ideal candidate will bring strong product vision, systems thinking, and execution rigor to build a scalable platform that simplifies operations, accelerates issue resolution, and enables better experiences for both customers and teammates.

Responsibilities

• Own the roadmap that takes eBay's case management from fragmented legacy systems to a modern, end-to-end platform built to scale across every channel, market, and line of business.
• Define product requirements by translating ambiguous business problems into prioritized, measurable features and capabilities, grounding decisions in data, user research, and industry standards.
• Lead product discovery, definition, design, and delivery shaping the roadmap, prioritizing the backlog partnering closely with design and engineering to drive execution from concept through launch.
• Partner with business, operations, and other team members to drive adoption and change management of new platform capabilities to accelerate value realization.
• Advocate for a user-centered approach to product development to create intuitive, engaging interfaces and systems that improve the overall user experience.
• Define success metrics and measure outcomes by setting clear benchmarks. Proactively identify risks and remove barriers to meet operational goals and deliver measurable business impact.
• Translate strategic business needs into a sequenced product roadmaps identifying gaps in existing systems and defining the right solutions to close them.

Requirements

• 6+ years of product management experience, including at least 3 years building contact center, customer service, CRM, case management, or enterprise workflow products and platforms.
• Experience leading major digital or service technology transformations.
• A proactive self-starter with a strong bias for action, driven to solve problems, deliver results, and take true ownership from start to finish.
• Demonstrated experience in taking technical products from concept to launch, shipping products with complex data models involving hierarchical records, dynamic lifecycle stages, strict compliance audit trails, or multi-party workflows.
• A strong collaborator who understands that delivering meaningful value is a team effort and enjoys working alongside passionate engineers and cross-functional team members to explore challenges and find the best solutions.
• Experience integrating AI/ML capabilities into user-facing or operational products, and an eagerness to support the integration of AI capabilities to solve customer problems and improve systems.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.