Product Manager - Workforce Employee Mgt
Product Manager - Workforce Employee Mgt
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Job Description
At eBay were more than a global ecommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. Were 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. Were 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 Role and the Team:
We are seeking a Technical Product Manager (TPM) to lead the strategy development and delivery of sophisticated Speech /Text Analytics and Quality Management (QM) solutions for our global customer support this role you will act as the bridge between technical teams and business partners managing contact centers translating operational challenges into scalable AI-powered solutions. As a Product Manager you will collaborate closely with data analysts engineers UX designers business partners and vendor partners to drive initiatives that enhance agent performance improve customer satisfaction and uncover insights from unstructured conversational data. You will own products like Genesys Cloud and related analytics/QM platforms playing a key role in integrating these systems with broader CX technologies. This hands-on cross-functional role demands technical proficiency strong product instincts and the ability to effectively collaborate with engineering vendors and business operations teams.
What you will accomplish:
- Define and drive the product roadmap for speech analytics real-time agent assist and QM solutions with an emphasis on technical execution and business value.
- Partner closely with contact center leaders to understand user needs compliance requirements and operational workflows.
- Translate business problems into technical requirements ensuring robust design integrations and performance across platforms.
- Lead platform configuration data model alignment and vendor collaboration for systems such as Genesys Cloud CallMiner and NICE.
- Lead vendor evaluations contract renewals and partnerships ensuring alignment with internal requirements.
- Collaborate with data engineering and analytics teams to ensure speech/text data is actionable and reliable.
- Drive end-to-end solution deliveryfrom technical planning and integration through deployment and adoption.
- Supervise product performance manage technical backlogs and deliver regular updates to business and technical partners.
What you will bring:
- 8 years of product management experience with at least 3 years in a technical product role focusing on contact center technologies such as Speech & Text Analytics and QM tools (e.g. Genesys Cloud Cresta NICE CallMiner).
- Proven understanding of system integrations APIs data pipelines and architecture with proven track record to gather and translate business requirements into technical specifications.
- Familiarity with NLP AI/ML concepts and their application in customer service or voice interactions along with experience in enterprise SaaS cloud contact center platforms or workforce engagement solutions.
- Proficient in SQL JSON and data visualisation/reporting tools comfortable working with various data formats to support analytical needs.
- Excellent communication and partner engagement skills adept at collaborating across teams to drive product success.
- Experience with Voice of Customer and real time agent assist tools with a familiarity in AI/ML-powered solutions for improving customer support experiences.
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Required Experience:
IC
Employment Type
Full-Time
