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Manager, CRM AI Transformation
Full-time
As Manager, CRM AI Transformation at eBay, you own a portfolio of CRM personalisation and decisioning capabilities that power next-generation, AI-driven customer experiences across email, push, and emerging channels. You translate CRM transformation strategy into system-level product requirements and help define model behaviour for CRM use cases.
What you will accomplish
Own and manage CRM AI decisioning and personalisation capabilities that support individualised interactions across email, push, and emerging channels.
Translate CRM transformation strategy into detailed product requirements, user stories, and configuration updates.
Define decision logic, governance rules, policy surfaces, and configuration frameworks for eligibility, suppression, channel arbitration, and contact strategy.
Partner with CoreAI, Recs/Memory, MarTech/UEP, and Analytics to validate model behaviour and production implementations.
Lead testing and optimisation for CRM AI features, driving experiment setup, monitoring, and readouts.
Drive cross-functional delivery across Marketing, Product, Technology, and Analytics partners.
What you will bring
5+ years in product management, CRM, personalisation, decision systems, technical marketing, or AI/ML-enabled digital transformation.
A strong business-systems mindset spanning inputs, decision logic, outputs, and feedback loops.
Proven experience translating strategy into product requirements, experiments, and success metrics.
Experience with personalisation, recommendation, or decisioning systems in large-scale consumer environments.
Comfort defining requirements for AI or ML-powered products, including model evaluation, experimentation, and governance.
