Sr Manager, Technical Program Management

eBay•Salt Lake City, UT

About The Position

The eBay Customer Service Technology (CS Tech) team builds and supports the platforms, tools, and workflows that power our global customer service experience. We partner closely with GCX (our global contact center organization) and Core Product teams to enable agents, streamline operations, and ensure compliant, high-quality support for our customers worldwide. We are looking for a Senior Manager, Technology Programs & Planning to lead a team of Technical Program and Project Managers responsible for intake, planning, and execution of key initiatives across CS Tech. Reporting to the Director, Technical Program Management, you will guide quarterly and annual planning, resource allocation, and portfolio oversight, helping connect strategy to execution across a broad set of customer service technology programs.

Requirements

9+ years of experience in Technical Program Management or related roles, delivering large-scale, cross-functional technology programs, ideally in customer-facing or regulated environments.
3+ years of people leadership experience managing TPMs or program teams, including coaching, performance management, and organizational design.
Demonstrated ability to drive complex portfolios from strategy through execution, balancing business priorities, regulatory requirements, and technical constraints.
Strong track record of cross-functional influence and collaboration with engineering, product, operations, and governance teams to shape roadmaps and resolve systemic issues.
Proven experience establishing or scaling program management practices, including governance, planning, reporting, and risk management for business-critical and compliance-focused initiatives.
Excellent communication and stakeholder management skills, with the ability to provide clear, data-informed updates and recommendations to senior leadership and distributed global teams.

Responsibilities

Lead, develop, and empower a high-performing team of TPMs, fostering a culture of accountability, collaboration, and continuous growth aligned to eBay’s talent and growth frameworks.
Own and manage a portfolio of Customer Service Technology programs (such as agent tooling, case management platforms, workflow automation, and compliance initiatives) to deliver measurable improvements in customer experience, operational efficiency, and regulatory adherence.
Drive quarterly and annual planning, intake, and resourcing for CS Tech, ensuring work is prioritized, staffed, and sequenced to maximize business impact and delivery predictability.
Partner with engineering, product, GCX, legal, compliance, risk, and security to shape roadmaps, influence investment decisions, and resolve cross-functional dependencies across tools, processes, and global operations.
Establish and scale program management standards, governance, and reporting frameworks that provide senior leadership with clear visibility into program health, risk, audit readiness, and outcomes.
Enable scalable operations by championing automation, tooling, and standardized workflows that improve productivity for TPMs, engineering teams, and customer service operations.