Senior Service Design Manager - Remote Eligible

Senior Manager, Global Service Design

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 Role and the Team

We are seeking a visionary Senior Manager to lead our Global Service Design team, dedicated to delivering a world-class customer experience. In this role, you will provide creative leadership and drive a consistent service experience with the customer at the heart of every decision.

You will leverage deep business knowledge, customer insights, and new technologies like AI to define key moments in the customer journey and solve complex problems. As a leader, you will inspire teams to innovate and develop outstanding customer and service staff experiences across the GCX organization and throughout eBay.

What You Will Accomplish

• Lead with Insights: Translate research, data, and feedback into a clear, actionable service experience strategy.
• Drive Innovation with AI: Identify and implement AI-enabled tools, automation, and personalization capabilities to elevate the customer experience and improve operational efficiency.
• Champion the AI Agenda: Act as a key voice within GCX and across eBay to develop and advance our AI adoption strategy for service design.
• Collaborate Strategically: Partner with Growth & Product teams to align service design with business objectives, customer goals, and segmentation strategies.
• Focus on Moments of Truth: Identify and enhance the critical points in the customer journey that most impact loyalty and growth.
• Shape the Future: Develop a compelling service vision and principles that reflect eBay's unique strategy, brand, and DNA.
• Design for Impact: Create service models and strategic differentiations in collaboration with GCX, GSD, Product, and Policy teams.
• Visualize the Journey: Develop service concepts, blueprints, and artifacts that connect every touchpoint into a clear, end-to-end customer story.
• Facilitate Innovation: Lead design thinking workshops across business and technical teams to drive creativity from research to delivery.

What You Will Bring

• Experience:

  • 5+ years in service design within a customer experience environment.
  • 5+ years in a leadership role, managing high-performing, often remote and global teams.
  • Proven track record of success in high-growth, ambiguous environments.

• Expertise:

  • Strong background in human-centered service design and a passion for customer advocacy.
  • Profound understanding of service development tools, methods, and systems thinking, including innovative technologies such as AI.
  • Skilled in technical and process documentation, translating solutions into clear requirements.

• Leadership:

  • Strong change management and stakeholder management capabilities.
  • Proven track record to foster collaboration across cross-functional teams.

• Analytical Skills:

  • Comfort with various data analysis tools, including AI-enhanced analytics platforms.
  • Ability to link insights to practical, customer-focused solutions.

• Communication:

  • Able to simplify complex concepts and present them clearly to diverse audiences.
  • A strong advocate for design thinking and AI adoption principles.