Manager, CRM AI Transformation

We are seeking a dynamic leader to transform how customer experiences are delivered through personalized content across CRM channels. This strategic role focuses on operationalizing the content workstream to enable 1:1 personalization within the next-generation CRM program. You will design, build, and optimize foundational CRM content templates and technical systems for orchestrated, brand-right, and customer-first experiences at scale. The role involves leading the creation, prioritization, and execution of content capabilities to achieve the AI Transformation vision for CRM, ensuring every customer interaction is personalized, AI-powered, and data-driven. This position blends strategy, technical enablement, and operational rigor, translating the CRM transformation vision into scalable solutions.

Must Have

• Operationalize the content workstream for 1:1 personalization.
• Design, build, and optimize foundational CRM content templates and technical systems.
• Lead creation, prioritization, and execution of content capabilities.
• Translate CRM transformation vision into scalable and brand-right technical requirements.
• Translate strategic objectives into actionable plans and a 6-12 month testing agenda.
• Partner with CRM content team to align testing roadmaps.
• Collaborate with MarTech, Data Science, Recommendations, and Analytics teams to define content library requirements.
• Build strong partnerships and socialize vision, roadmap, and processes.
• Continuously monitor and integrate industry standards and innovations.

Perks & Benefits

• Medical benefits
• Financial benefits
• 401(k) eligibility
• Paid time off (PTO)
• Parental leave

At , 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 seeking a dynamic leader to transform how delivers customer experiences through personalized content across our CRM channels. As , you will operationalize the content workstream, a key lever to enabling 1:1 personalization within the next-generation CRM program. This is a newly created, strategic role reporting into the Director, CRM AI Transformation, with hands-on remit across Marketing, Brand Creative, Data Science, and MarTech.

Your focus will be designing, building, and optimizing foundational CRM content templates and technical systems to enable orchestrated, brand-right and customer-first experiences at scale. You will lead and own the creation, prioritization, and execution of content capabilities in order to deliver the AI Transformation vision for CRM, ensuring every customer interaction is personalized, AI-powered, and data-driven.

This role blends strategy, technical enablement, and operational rigor. You'll translate the CRM transformation vision into technical requirements and solutions that are scalable and brand-right to drive increased trust, relevance, and loyalty for every customer.

What you will accomplish:

• Translate strategic objectives into actionable plans and a 6-12 month testing agenda, including prioritization of use cases, success metrics, test-and-learn programs, and feedback loops for continuous optimization across content templates and capabilities.
• Partner with the CRM content team to align testing roadmaps with capability prioritization, delivering value at scale for the full CRM program.
• Collaborate with MarTech, Data Science, Recommendations, and Analytics teams to define requirements for a scalable content library (metadata, AI features, recommendations).
• Build strong partnerships and socialize the vision, roadmap, and processes with the broader team to drive consensus, clarity, and seamless execution.
• Continuously monitor and integrate industry standards and innovations to inform and elevate ’s roadmap.

What you will bring:

• Proven ability to translate strategic vision into actionable roadmaps, prioritize use cases, and manage test-and-learn programs.
• Expertise blending brand requirements with technical solutions to deliver personalized experiences at scale.
• Demonstrated ability to identify platform and tooling gaps, translating business needs into technical requirements.
• Track record of building collaborative partnerships across Marketing, Product, Technology, Analytics, and Brand Creative to deliver change and alignment.
• Experience leading or influencing cross-disciplinary teams, inspiring technical teams, and driving a culture of customer-centric, agile experimentation.
• 5+ years relevant experience in CRM, personalization, technical marketing, or related digital transformation roles.

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

$101,200 - $174,100

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.

Please see the Talent Privacy Notice

for information regarding how handles your personal data collected when you use the Careers website or apply for a job with .

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 talent@ebay.com

. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement

to learn more about '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.

The Jobs website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center

for more information.