Manager, CRM AI Transformation

eBay Inc.•Burbank, CA

38d

About The Position

At eBay, 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 eBay delivers customer experiences through personalized content across our CRM channels. As Manager, CRM AI Transformation, 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 eBay customer.

Requirements

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.

Responsibilities

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 eBay's roadmap.

Benefits

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).

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