Sr. Product Manager, Assisted Services

This role is for a Product Manager focusing on Assisted Services, specifically within Financial Services, Risk & Trust at eBay. The position is crucial for shaping eBay's customer support ecosystem, ensuring accuracy, efficiency, and ease of use while mitigating risk. The manager will define and deliver AI-powered flows to help teammates navigate complex financial services and risk information, ultimately improving customer experience. The role involves leading AI-first innovation, building intuitive user experiences, collaborating with various teams, and driving strategy across multiple domains.

Must Have

• Lead AI-first innovation across eBay’s Assisted Services products
• Build intelligent flows that simplify payments, fraud, risk and trust requirements
• Build intuitive user experiences and backend workflows
• Collaborate across disciplines (Engineering, Legal, Risk, Operations, Trust, Policy)
• Translate insights into action using analytics, feedback, and data
• Define and drive product strategy across Financial Services, Risk and Trust domains
• Foster a culture of responsible AI
• 5+ years of product management experience
• Grasp of machine learning, data-driven decisioning, and automation frameworks
• Experience building products that integrate across multiple systems (APIs, cloud services, enterprise tools)
• Ability to collaborate efficiently and communicate complex concepts
• Track record of delivering products that embed policy and risk controls
• Ability to articulate product vision and align partners

About the team and the role:

We’re looking for a Product Manager for Assisted Services, with a specific focus on Financial Services, Risk & Trust. This role will be essential in crafting the future of how eBay’s customer support ecosystem ensures accuracy, efficiency and ease of use while mitigating risk exposure. You’ll define and deliver AI-powered flows that help our teammates navigate sophisticated Financial Services and Risk related information—so they can focus on what matters most: crafting trust and delight in every interaction.

This role reports into the Global Customer Experience Product organization and works closely with engineering, data science, design, legal, and operations teams across the globe.

Our vision is a future where teammates are liberated from concerns about the tools they use, allowing them to focus entirely on building strong customer relationships and delivering outstanding support. This role will be central to that mission, focusing on the products that directly enable teammate success, ultimately driving improved Customer Experience (CX) ease.

What you will accomplish:

• Lead AI-first innovation across eBay’s Assisted Services products, building intelligent flows that simplify payments, fraud, risk and trust requirements for our teammates and customers.
• Build intuitive user experiences and backend workflows that minimize friction and cognitive burden, helping our teammates stay focused and our operations stay efficient.
• Collaborate across disciplines—partner with Engineering, Legal, Risk, Operations, Trust, and Policy—to define roadmaps, shape data-driven decisions, and drive measurable outcomes.
• Translate insights into action by using analytics, teammate feedback, and customer data to find opportunities and improve product performance.
• Define and drive strategy for our product across multiple domains within Financial Services, Risk and Trust ensuring our systems are robust, compliant, and optimized to deliver exceptional value for buyers, sellers, and the business.
• Foster a culture of responsible AI, ensuring visibility, fairness, and compliance in every solution you bring to market.

What you will bring:

• 5+ years of product management experience, ideally in AI-driven systems, financial services, risk management or customer experience platforms.
• A confirmed grasp of machine learning, data-driven decisioning, and automation frameworks in large-scale environments.
• Experience building products that integrate across multiple systems (APIs, cloud services, enterprise tools).
• Validated ability to collaborate efficiently across disciplines and communicate complex concepts with clarity, influence and impact.
• Track record of delivering products that embed policy and risk controls into product design while maintaining a flawless user experience.
• Ability to clearly articulate product vision, align partners, and inspire confidence through compelling storytelling.