Senior Manager, CRM AI Transformation

Senior Manager, CRM AI Transformation

At eBay, we are more than a global ecommerce leader we are 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 are 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 are 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 are seeking a dynamic leader to transform how eBay delivers customer experiences through CRM. As Senior Manager, CRM AI Transformation, you will operationalize the personalization and decision science aspects of 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, Data Science, MarTech, and Creative.

Moving beyond traditional campaign management, your focus will be designing, building, and optimizing foundational CRM systems, algorithms, and processes in order to enable orchestrated, customer-first experiences at scale. You will drive the vision for customer segmentation, personalization logic, and data science integrations, working cross-functionally to lay the foundation for and drive the implementation of scalable CRM innovation. You will lead and own the creation, prioritization, and execution of a roadmap 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 will translate the CRM transformation roadmap into actionable strategies, solutions, and initiatives with rigorous testing in service of elevating how eBay powers trust, relevance, and loyalty for every customer.

What You Will Accomplish :

Define and evolve the strategy for personalized, customer-centric CRM personalization and decisioning, creating a testing agenda to implement technical solutions in partnership with several tech teams.

Operationalize strategic objectives into actionable plans, including prioritization of use cases, success metrics, test-and-learn programs, and feedback loops for continuous optimization across personalization, segmentation, and science-based decisioning.

Collaborate with MarTech, Data Science, Recommendations, and Analytics teams to define requirements for segmentation engines, personalization algorithms, real-time orchestration, and generative content systems.

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 best practices and innovations to inform and elevate eBay's CRM roadmap.

What You Will Bring :

Proven ability to translate strategic vision into actionable roadmaps, define KPIs, and manage test-and-learn programs.

Expertise leading customer segmentation, recommendation logic, and decisioning systems from data strategy and business logic through technical platform enablement.

Demonstrated ability to identify platform and tooling gaps and contribute hands-on analysis in partnership with cross-functional teams.

Track record of building collaborative partnerships across Marketing, Product, Technology, Analytics, Brand, and 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.

Ability to socialize technical models, processes, and operating frameworks across a matrixed organization to ensure governance and clarity.

6+ years relevant experience in CRM, personalization, data science, technical marketing, or related digital transformation roles.