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Product Manager - Conversational AI

Company: eBay
Location: Draper
Posted on: June 5, 2021

Job Description:

About the Company: Looking for a company that encourages passion, courage and imagination, where you can be part of the team shaping the future of global commerce? At eBay, your work makes a difference. Position Summary: We are seeking for our Customer Service Technology team an experienced Product Manager responsible for defining our long-term Conversational AI strategy for Help and turning it into phenomenal customer experiences, every step of the way. The Product Manager will work closely with all partners across the business within a fast moving, goal-oriented culture of business partners, customers, peer product managers, development teams, QA, reporting, and other functions, to meet product goals and improve the customer experience when they need help. The products we produce deliver meaningful changes to our customer's experiences and produce tangible operational efficiencies for the business. Position Responsibilities: Develop, maintain and execute against a Conversational AI product roadmapIdeate, and drive data-driven decisions using various inputs sourcesResponsible for the planning and execution throughout the product life cycle, including collecting and prioritizing customer requirements, defining the vision and ensuring delivery of high-quality features on time to achieve defined customer satisfaction goalsExpand customer use cases that can be resolved via voice or text Helpbot and ensure a continuous feedback loop from contact centers and customers to identify problems and improvement opportunitiesPartner closely with analytics and content teams to ensure proper measurement instrumentation, monitoring and reporting of product success post launchUnderstand the dynamics and drivers of critical metrics and provide business recommendations accordinglyCommunicate plans and progress to leadership and partner teamsEvangelize the Self-Service products across the organization, drive integration and ensure desired positive impact is achievedEstablish and refine processes to ensure quality and accuracy in the Conversational AI channelsJob requirements and QualificationsBS / BA degree or equivalent work experience required.6 years in product management with at least 3 years in Agile environment2 years of direct experience building a successful text and/or voice conversational bot in e-commerce marketplaces2 years leading a product related to machine learning or natural language processing applied to consumer webExcellent leadership and communication skills across all levels of the organization. Be able to build strategic relationship across organization and levelsTechnical savvy to support an understanding of the technical capabilities and constraintsStrong collaboration skills and mindset to foster a collaborative environment with both engineering and business resourcesDemonstrate a real passion for building amazing customer experiencesAbility to meet tight deadlines, handle a dynamic and changing environment, and possess good judgmentProven growth mindset. Ability to think creatively and challenge the status quoPossess the ability to balance innovation and operational effectiveness, be able to optimize productivity and efficiency when working with your partnersCurious and seeks answers and remain well-informed of industry offerings to create a successful product and customer experienceTrack record of delivering best-in-class customer experiencesConversational UX Design experience a strong plusComfort operating in global environments across locations, and time zonesAnalytical and comfortable making data-driven decisionsWe love creating opportunities for others by connecting people from widely a diverse group of backgrounds, perspectives, and geographies. So, being diverse and inclusive isn't just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about our Diversity and Inclusion click here: https://www.ebayinc.com/our-company/diversity-inclusion/ .We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.LI-DR1eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentebay.com . We will make every effort to respond to your request for disability assistance as soon as possible. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies View our privacy policy and accessibility info

Keywords: eBay, Draper , Product Manager - Conversational AI, Other , Draper, Utah

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