Manager, CRM AI Transformation

eBay•Toronto, ON

4d•CA$141,600 - CA$189,000•Hybrid

About The Position

The CRM AI Transformation group helps build how eBay delivers more intelligent, personalized customer experiences across owned channels. Working at the intersection of CRM, CoreAI, Recommendation Systems/Memory, Marketing Technology/Unified Engagement Platform, and Analytics, the team connects customer intent, decisioning, experimentation, and governance into a scalable end-to-end CRM system. This work is central to how eBay evolves 1:1 engagement through email, push notifications, and upcoming channels! As Manager, CRM AI Transformation, you will own a portfolio of CRM personalization and technology-based decisioning capabilities that power next-generation customer experiences. This product role is passionate about AI-powered decision systems. You will translate CRM transformation strategy into system-level product requirements. You will also help define model behavior for CRM use cases. Additionally, you will ensure governance, orchestration, and recommendations are included in how solutions are developed and scaled. You will partner closely with CRM, central AI systems, recommendation and memory services, marketing technology and user engagement platforms, Analytics, and Brand collaborators to drive execution from discovery through launch!

Requirements

5+ years of relevant experience in product management, CRM, personalization, decision systems, technical marketing, or AI/ML-enabled digital transformation roles, with ownership of measurable business outcomes.
A strong business-systems mindset, with the ability to think end to end across inputs, decision logic, outputs, feedback loops, and operational impacts rather than focusing only on individual features.
Proven experience translating strategy into actionable product requirements, experiments, prioritization decisions, and success metrics across multiple cross-functional teams.
Experience working on or closely with personalization, recommendation, or decisioning systems, ideally in large-scale consumer environments involving ranking, targeting, contact strategy, or lifecycle marketing.
Comfort defining requirements for AI or ML-powered products, including model evaluation, experimentation, observability, logging, technical success criteria, and governance considerations.
Strong cross-functional communication and partner collaboration skills, including capacity to work effectively with CRM, Data Science, engineering, MarTech, Analytics, and Brand teams and explain technical concepts clearly to non-technical audiences.

Responsibilities

Own and manage CRM AI decisioning and personalization capabilities. These support individualized customer interactions through email, push, and emerging channels.
Ensure the systems are reliable, scalable, and aligned with business goals.
Translate CRM transformation strategy and portfolio direction into detailed product requirements, user stories, and configuration updates that enable CoreAI, MarTech, and CRM teams to deliver effective solutions.
Turn marketer and business needs into clear system requirements by defining decision logic, governance rules, policy surfaces, and configuration frameworks for areas such as eligibility, suppression, channel arbitration, and contact strategy.
Partner with CoreAI, Recs/Memory, MarTech/UEP, and Analytics to validate that model behavior, content selection, policy enforcement, critical metric development, and production implementations reflect both customer and business intent.
Lead testing and optimization for CRM AI features by driving experiment setup, launch, monitoring, and readouts, and by turning performance insights into concrete product, platform, or configuration improvements.
Drive cross-functional delivery across Marketing, Product, Technology, and Analytics partners, communicating status, risks, dependencies, and trade-offs clearly while applying a business-systems attitude to upstream and downstream impacts.