Product Manager - Assisted Service

About the role

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About the team and the role

We’re looking for a Product Manager for Assisted Services, with a specific focus on Financial Services, Risk & Trust. This role will be essential in crafting the future of how eBay’s customer support ecosystem ensures accuracy, efficiency and ease of use while mitigating risk exposure. You’ll define and deliver AI-powered flows that help our teammates navigate complex Financial Services and Risk related information—so they can focus on what matters most: crafting trust and delight in every interaction.

This role reports into the Global Customer Experience Product organization and works closely with engineering, data science, design, legal, and operations teams across the globe.

Our vision is a future where teammates are liberated from concerns about the tools they use, allowing them to focus entirely on building strong customer relationships and delivering outstanding support. This role will be central to that mission, focusing on the products that directly enable teammate success, ultimately driving improved Customer Experience (CX) ease.

What you will accomplish

• Build intuitive user experiences and backend workflows that minimize friction and cognitive burden, helping our teammates stay focused and our operations stay efficient.

• Define product requirements including writing clear, detailed, and thorough specifications for complex features and products

• Translate insights into action by using analytics, teammate feedback, and customer data to find opportunities and improve product performance.

• Analyze user behavior data, user experience research, and marketing research to understand and drive new features & improvements

• Work with the Design team to ensure the user interface leverages industry and eBay standards, and fits into the overall product vision of the item details page

• Work with the Product Development team to ensure extensibility and scalability with the technical design

• Collaborate across disciplines—partner with Engineering, Legal, Risk, Operations, Trust, and Policy—to define roadmaps, shape data-driven decisions, and drive measurable outcomes.

What you will bring

• Experience: 3+ years of product management or related experience. Background or strong interest in financial services, risk management, or customer experience platforms is a plus.

• Analytical Skills: A solid understanding of data-driven decision-making and an analytical approach to problem-solving.

• AI/ML Literacy: Familiarity with foundational Artificial Intelligence and Machine Learning concepts, and an eagerness to support the integration of AI-driven features to solve customer problems and improve workflows.

• Technical Familiarity: Exposure to or experience working with products that integrate across multiple systems (e.g., APIs, cloud services, internal enterprise tools).

• Communication: Strong communication skills with the proven ability to collaborate effectively across different disciplines and explain product requirements clearly.

• User-Centric Mindset: An understanding of how to embed necessary policy and risk controls into product design without sacrificing a seamless user experience.

• Alignment & Execution: Detail-oriented with the ability to articulate product features, write clear requirements, and align with broader team goals.

Additional Details

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