At e Bay, 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:

The e Bay 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.

What you will accomplish:

• Lead, develop, and empower a high-performing team of TPMs, fostering a culture of accountability, collaboration, and continuous growth aligned to e Bay’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.

What you will bring:

• 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.

Additional Details

The base pay range for this position is expected in the range below:

$135,200 - $219,500

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. 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). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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