Shop - Seller&Creator Automation Program Manager

E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators.
The Seller & Creator Service Strategy & Automation team owns the service strategy and the automation capability behind it — deciding what sellers and creators should be able to resolve without a human, and building the agent capability that delivers it across every market.
We are looking for an automation program manager to own that resolution capability — moving it from prompt-and-knowledge configuration to executable, versioned Skill contracts backed by MCP tools, and proving out the gains market by market through controlled experiments.

• Roles & Responsibilities
• Define what the agent can resolve. Turn seller and creator service scenarios into executable Skill contracts — what's in scope, what the agent may act on, and where it must stop.
• Shape the tool layer. Work with product and engineering to define the capabilities the agent needs to actually complete a task, not just answer a question.
• Set the automation boundary. Partner with policy and regional service owners on which scenarios are automated, which stay human-assisted, and where the handoff sits.
• Launch and prove it. Take solutions live through controlled experiments, own the readout, and make the call on whether a capability is ready to scale.
• Scale across markets. Extend and adapt capabilities across regions, business models, and both seller and creator surfaces.
• Own the automation metrics. Break the broad automation rate down to its component metrics, set targets on each, and keep measurement definitions aligned ahead of rollout.
• Keep it improving. Monitor resolution quality in production, attribute failures to their root cause, and turn findings into the next round of changes.

Requirements:

• Minimum Qualification(s)

• Bachelor's degree or higher.

• 3+ years in service automation, conversational AI, or LLM application delivery — with at least one agent or chatbot capability you owned end to end from design to launch.

• Hands-on understanding of LLM agent mechanics: tool calling, Re Act-style loops, context construction, and where retrieval should and should not substitute for a tool call. Prompt engineering is table stakes, not the job.

• Ability to read and challenge experiment results: A/B design, significance, and the difference between in-scenario and overall denominators. SQL or equivalent self-serve data capability.

• Comfortable specifying interfaces with engineering — API/tool semantics, batch behavior, failure and idempotency handling — without owning the implementation.

• Strong problem-solving and change-management skills; able to drive results across product, algorithm, policy, and regional service teams in a deadline-driven, multi-market environment.

• Preferred Qualification(s)

• Experience operating across multiple regional markets.

• e Commerce marketplace experience, or experience serving creator/content ecosystems, is a plus.