Sr. Product Manager - Case Management

eBay; Bengaluru; On-site; INR 1,800,000 - 2,900,000; Full time

Job summary

eBay is seeking a Senior Product Manager to lead the transformation of its case management platform. You will drive AI-assisted resolution, intelligent workflows, regulatory compliance capabilities, and real-time insights across a scalable service ecosystem.

You will guide discovery, define requirements, and partner with design and engineering to deliver end-to-end solutions, ensuring measurable business impact and adoption across markets.

Qualifications

• 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 ownership from start to finish.
• 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.

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 problems into prioritized, measurable features grounded in data and user research.
• Lead product discovery, definition, design, and delivery, shaping the roadmap and prioritizing the backlog with design and engineering.
• Partner with business, operations, and other teams to drive adoption and change management of new capabilities to accelerate value realization.
• Advocate for a user-centered approach to create intuitive interfaces and systems that improve the overall user experience.
• Define success metrics and measure outcomes, identifying risks and removing barriers to meet goals and deliver impact.
• Translate strategic needs into sequenced roadmaps, closing gaps in existing systems.

Skills

Product management

CRM / case management

Digital transformation

AI/ML integration

Collaboration

Data-driven decision making

Job description

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.

Sr. Product Manager - Case Management

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 problem solvers, innovators, and dreamers - and help us connect people and build communities to compose economic opportunity for all.

About The Team And The Role

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.

What You Will Accomplish

• 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.

What You Will Bring

• 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

Additional Details

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 [e-mail]. 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.

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