Sr. Product Manager - Case Management

The Networker; Bengaluru; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

eBay is seeking a Sr. Product Manager for Case Management in Bengaluru to lead a transformation from fragmented legacy systems to a unified, AI-powered platform.

You will drive end-to-end product development, align cross-functional teams, and deliver scalable solutions across channels and markets. The role focuses on AI-assisted resolution, workflow automation, regulatory and compliance capabilities, and delivering real-time insights to improve customer and agent experiences.

Qualifications

• 6+ years of product management experience
• 3+ years building contact center, customer service, CRM, case management, or enterprise workflow products
• Experience leading digital or service technology transformations
• Self-starter with bias for action
• Experience taking technical products from concept to launch with complex data models
• Collaborative team player with engineers and cross-functional partners
• Experience integrating AI/ML capabilities into products

Responsibilities

• Own the roadmap from legacy to end-to-end case management platform
• Translate ambiguous problems into prioritized, measurable features
• Lead discovery, definition, design, and delivery with design and engineering
• Drive adoption and change management across business and operations
• Advocate user-centered design to improve interfaces and systems
• Define success metrics and remove barriers to deliver impact
• Translate strategic needs into sequenced roadmaps and close gaps

Skills

Product management

Leadership

Cross-functional collaboration

AI/ML capabilities integration

Tools

CRM systems

Job description

Job Summary

Sr. Product Manager - Case Management

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.

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 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.

Requirements

• 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.