The Customer Service Technologies (CSTech) group supports technology infrastructure that is crucial to eBay's support experience. We love what we do, delighting eBay buyers and sellers. Come join our team and help us with delivering magnificent customer experiences!
As the Lead Product Manager, you will own product requirements and design for sophisticated, technical, global eWFM and NICE product roadmaps for eBay Customer Service. You will liaison closely with Architecture, Development, Product Managers and our business partners to coordinate, prioritize and communicate ongoing status to deliver on business requirements. Responsible for translating product roadmap into a manageable product backlog, in addition to providing visibility, scope and priorities with product partners.
You will be part of a team of Product Manager. We work together to address tasks involving dependencies within cross-functional development teams. We stay connected with each other and our partners, so you should be an excellent communicator, both written and verbally.
This role will perform research and analysis - recommend solutions and drive decisions that make a positive impact for our customers!
Consult with Business teams to understand basic requests, providing solutions and business requirements that solve the need.
Collaborate with Development & Architecture teams to design and implement new solutions, improve operating efficiencies and reduce cost
Be a source of domain expertise, elaborating on work items as needed and soliciting additional input from other experts when appropriate.
Define product user personas and goal work flows.
Prioritize work items of your business partners. These work items are likely to be of many forms, e.g. features, defects, infrastructure, and technical debt.
Facilitate delivery team planning meetings, especially in terms of goals, work item business value, scope, and budget.
Facilitate demonstration of new capabilities.
Engage with monitoring and reflection meetings, assessing and improving on activities of the team.
Define the acceptance criteria of work items and validate them against the definition of done when delivered.
Represent the delivery team in interactions involving partners, bridging any needed communication between the two.
Collaborate with product management and other product owners, especially on alignment to strategic themes and managing requirements dependencies with other teams.
Collaborate and manage external third party relationships include Aspect and NICE
Participate in RFP and vendor product selections.
3+ years technical and contact center background supporting multi-site Contact Centers with focus on Workforce Management, Coaching and TM Quality management products
Understanding of the Agile Development Processes and Enterprise Processes.
~5 years prior experience as a Product Owner or Product Manager
Sufficient knowledge about software to bridge the technical and business sides of a software project.
Knowledgable of Contact Center Solutions.
Ability to understand technology trends and their impact to product roadmap.
Strong interpersonal skills.
Intellectual curiosity and eager learner (growth mindset).
Detail oriented and technically savvy
Strong analytical and storytelling skills
Excellent oral and written communication skills
Ability to work in a multifaceted, fast paced and demanding environment
Strong experience with products like eWFM (Aspect) and NICE Engage solutions
• Ryan Williams will personally read your application.
• If there is a mutual interest, we will reach out to tell you all about the hiring company and answer your questions so you can determine if this is a position you’d like to pursue.
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