Principal Product Manager, CX

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: 

An eBay subsidiary, TCGplayer is on a quest to be the most trusted trading card game (TCG) platform — connecting and empowering the hobby community.  Trading card games are a $25B global market that creates community connection through in-person games (Pokemon; Magic: The Gathering; YiGiOh; etc.).  Founded by and for TCG enthusiasts, we operate a global marketplace, and create tools, technologies and solutions that help small businesses simply and profitably sell TCGs at scale.

As Principal Product Manager, Customer Experience, you will use your past successes to act as a collaborative leader and driving force for one of TCGplayer’s critical product portfolios: our next-generation tools and systems for Customer Experience and support team success. You’ll intersect customer needs with our business goals, aligning cross-departmental teams to define and iteratively deliver valuable solutions to the hobby community. Then you’ll evaluate the impact, share the lessons, and do it again, even better.

Our Product Management team’s success is contingent on our ability to elicit and evaluate solutions in an iterative, collaborative environment. We value curiosity, empathy, business sense and comfort with ambiguity, volatility, and direct contact with the real world. You don’t have to be a hobbyist or gamer to love working in TCGplayer’s Product organization, but you should be comfortable embracing (and amplifying!) our steadfast commitment to making hobbies and games accessible, fun, and engaging for everyone. If you’re equal parts “empathy” and “ambition,” this is an opportunity to try new things and stretch yourself, surrounded by teammates who will support you along the way.

What you will accomplish: 

Your insight, effort, and experience will contribute across 3 areas of responsibility:

• Customer value: Know our customer, deeply. Evaluate, document, and socialize portfolio-level customer needs, value propositions, and user journeys; weight and prioritize competing user needs / values; define user stories, epics, experiential goals, and behavioral success requirements; integrate program-level roadmaps into a coherent, customer-focused portfolio and clearly communicate the “why” behind it.

• Business impact: Steward our business health. Partner with business leaders define portfolio return on investment and business and financial modeling processes; monitor portfolio performance, anticipating and addressing business impacts; lead evaluations, decisions, and modifications on pricing models and sources of revenue; socialize plans, progress, and outcomes at every level of the business.

• Coordinated execution: Navigate the art of the possible. Foster an environment where cross-team collaboration and proactive communication is second nature, working closely with technical, design, and business teammates to elicit solutions that meet our customers’ needs, business goals, and internal team requirements; establish a transparent process, tenaciously prioritizing to balance customer needs with operational constraints.

What you will bring: 

Your past experience should include accountability for program- and portfolio-level strategy and successful execution:

• 10+ years of product management experience, including product leadership on customer service, sales, or similar team tools in a marketplace context. 

• Experience integrating internal team tools, data, and communication technologies – including third-party vendors and systems – with customer-facing experiences.

• Past work focused on supporting support, sales, and operations teams, including a structured practice for implementing product designs that improve team processes, and workflows, resulting in measurable customer impact.. 

• Mastery of product management and development methodologies, including Agile an