Senior Service Design Manager en eBay

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 on a quest to find a visionary Senior Manager to lead our Global Service Design team! This team is essential in delivering a world-class customer experience (GCX), with a core mission that revolves around keeping the customer at the heart of all decisions. By using deep business knowledge, customer insights, and emerging technologies like AI, the team defines key moments in the customer journey and tackles sophisticated problems. As a leader, you will inspire innovation and develop outstanding experiences for both customers and service staff across the GCX organization and throughout eBay. Joining us means you’ll lead impactful projects and contribute to a culture that values creativity, strategy, innovation, and empathy!

What you will accomplish:

• Lead with Insights: Transform research, data, and feedback into a comprehensive, actionable service experience strategy.

• Drive Innovation with AI: Implement AI-enabled tools and automation to elevate customer experiences and improve operational efficiency.

• Champion the AI Agenda: Become a pivotal voice within GCX and eBay to shape and advocate for our AI adoption strategy in service design.

• Collaborate Strategically: Work with Growth & Product teams to align service design with business objectives, customer goals, and diverse strategies.

• Focus on Moments of Truth: Improve critical points in the customer journey that significantly impact loyalty and drive growth.

• Facilitate Innovation: Lead workshops across business and technical teams to infuse creativity and innovation from research through to delivery.

What you will bring:

• Dedication to working the Hybrid model out of eBay's Austin Texas or Salt Lake City Utah office.

• Experience: At least 5 years dedicated to service design within a customer-centric environment and another 5 years in a leadership role managing high-performing global teams.

• Expertise: A strong background in human-centered service design with deep knowledge of service design tools and AI-driven innovations.

• Leadership Skills: Demonstrated change and stakeholder management capabilities with the ability to develop cross-functional collaboration.

• Analytical Skills: Proficiency in various data analysis tools, including AI-enhanced analytics platforms, and the ability to translate insights into practical solutions.

• Communication: Strong skills in simplifying complex concepts and advocating design thinking principles to varied audiences.

• Open-Minded Approach: Flexibility to welcome alternative skills and credentials, and readiness to contribute to shaping eBay's future service design.

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The base pay range for this position is expected in the range below:

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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eBay 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 have a need that requires accommodation, please contact us at [email protected]. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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