Senior Service Design Manager

📍 Job Overview

Job Title: Senior Service Design Manager Company: eBay Location: Austin, Texas, United States Job Type: Full time Category: Customer Experience Operations / Service Design Date Posted: 2025-08-25 Experience Level: Senior (10+ years) Remote Status: Hybrid

🚀 Role Summary

• Lead a global service design team to define and execute a world-class customer experience (GCX) strategy, prioritizing customer-centricity and operational efficiency.
• Drive innovation by leveraging AI-enabled tools and emerging technologies to enhance customer journeys and service delivery across the organization.
• Act as a key advocate for AI adoption within the customer service domain, shaping the future of service operations through strategic implementation.
• Foster cross-functional collaboration with Product, Growth, and other business units to ensure service design initiatives are aligned with overarching business objectives and customer goals.
• Focus on optimizing critical "moments of truth" within the customer journey to drive loyalty, retention, and business growth.

📝 Enhancement Note: This role is positioned as a senior leadership role within the Customer Experience (CX) organization, specifically focused on the strategic application of service design principles. The emphasis on AI and its integration into customer service operations indicates a forward-thinking approach, aligning with current trends in customer experience management and operational efficiency. The "Global Service Design" aspect suggests a broad scope of influence across eBay's international operations.

📈 Primary Responsibilities

• Develop and implement a comprehensive, data-driven service experience strategy by transforming customer research, feedback, and operational data into actionable insights and strategic initiatives.
• Champion and integrate AI-driven innovations and automation into service design processes and customer-facing solutions to elevate customer satisfaction and operational effectiveness.
• Define and map key customer journey touchpoints, identifying opportunities for improvement and innovation, with a particular focus on critical "moments of truth" that significantly impact customer loyalty and perception.
• Lead and mentor a high-performing global team of service design professionals, fostering a culture of creativity, empathy, and continuous improvement in service delivery.
• Facilitate cross-functional workshops and collaborative sessions with business, product, and technical teams to co-create innovative service solutions and ensure seamless integration of design thinking principles throughout the product and service lifecycle.
• Manage stakeholder relationships across various departments, effectively communicating service design strategies, insights, and project outcomes to drive alignment and secure buy-in.
• Evaluate and recommend new tools, technologies, and methodologies in service design and AI to enhance team capabilities and drive operational excellence.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, hands-on design thinking, and operational oversight. The focus on transforming research into strategy, driving AI innovation, and optimizing customer journeys are core to advanced service design roles within large e-commerce platforms. The requirement to lead a global team implies a need for strong cross-cultural communication and management skills.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Design, Business, Psychology, Human-Computer Interaction, or a related field is typically expected. A Master's degree or equivalent practical experience in a relevant field is often preferred for senior roles.

Experience:

• A minimum of 5 years of dedicated experience in service design, with a proven track record of designing and improving customer-centric service experiences.
• A minimum of 5 years of experience in a leadership capacity, managing and developing high-performing global teams, demonstrating strong people management and strategic oversight.
• Extensive experience in applying human-centered design principles and methodologies throughout the entire service lifecycle, from research and ideation to implementation and iteration.

Required Skills:

• Service Design Expertise: Deep understanding and practical application of service design frameworks, tools (e.g., journey mapping, service blueprints, user flow diagrams), and methodologies.
• Leadership & Team Management: Proven ability to lead, mentor, and inspire global teams, fostering a collaborative and innovative work environment.
• AI & Innovation Acumen: Strong knowledge of AI-driven innovations in customer service and experience design, with the ability to identify and implement AI-enabled solutions.
• Customer Journey Mapping & Optimization: Proficiency in analyzing customer behavior, identifying pain points, and designing interventions for critical customer journey touchpoints.
• Data Analysis & Insight Generation: Ability to leverage various data analysis tools, including AI-enhanced platforms, to derive actionable insights from customer feedback, operational data, and market trends.
• Stakeholder Management & Collaboration: Demonstrated ability to build strong relationships, manage expectations, and drive consensus among diverse stakeholders across different business units and levels.
• Change Management: Experience in leading and managing change initiatives, effectively communicating vision and driving adoption of new processes and strategies.
• Communication & Presentation Skills: Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and persuasively to both technical and non-technical audiences.

Preferred Skills:

• Experience within the e-commerce or online marketplace industry.
• Familiarity with CRM platforms and customer service software.
• Experience with agile development methodologies.
• A portfolio showcasing successful service design projects and their impact on customer experience and business outcomes.

📝 Enhancement Note: The combination of service design and leadership experience, coupled with a strong emphasis on AI and data analysis, signifies a strategic operational role. The "open-minded approach" and "flexibility to welcome alternative skills and credentials" suggest a company culture that values diverse perspectives and adaptable talent, common in fast-paced tech environments.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: A portfolio showcasing end-to-end service design projects, detailing the problem statement, research methodology, design process, implemented solutions, and quantifiable outcomes.
• Customer Journey Improvements: Specific examples demonstrating how you have identified and improved critical customer journey "moments of truth" through design interventions, supported by metrics.
• AI Integration Examples: Evidence of how AI or automation has been leveraged to enhance customer experience or operational efficiency within service design initiatives.
• Team Leadership & Collaboration: Examples of leading design teams, facilitating workshops, and collaborating with cross-functional partners to achieve strategic objectives.
• Data-Driven Decision Making: Demonstrations of how data analysis and customer insights informed design decisions and led to measurable improvements in key performance indicators (KPIs).

Process Documentation:

• Service Blueprinting: Ability to create detailed service blueprints that illustrate the front-stage and back-stage elements of a service, including customer actions, staff actions, support processes, and technology.
• Workflow Design & Optimization: Experience in designing and optimizing service workflows to improve efficiency, reduce friction, and enhance the customer experience.
• Implementation & Iteration Plans: Capacity to develop clear plans for implementing service design solutions and a process for iterating based on performance data and customer feedback.
• Metrics & Measurement Frameworks: Proficiency in establishing metrics and measurement frameworks to track the success and impact of service design initiatives, including ROI where applicable.

📝 Enhancement Note: For a Senior Service Design Manager role, a robust portfolio is crucial. It should not only showcase design skills but also strategic thinking, leadership capabilities, and a demonstrable impact on business metrics through process improvements and AI integration. Expect to articulate the process behind your work, not just the final output.

💵 Compensation & Benefits

Salary Range: The provided base pay range for this position is $101,200 - $174,100 USD per year. This range is an estimate and can vary based on factors such as the candidate's specific location (e.g., cost of living differences between Austin and Salt Lake City, although Austin is specified as the primary location), relevant skills, years of experience, and the overall compensation structure of eBay.

Benefits:

• Medical: Comprehensive medical insurance coverage.
• Financial: Access to financial planning resources and benefits.
• Paid Time Off (PTO): Generous paid time off for vacation, personal days, and sick leave.
• Parental Leave: Support for new parents through dedicated parental leave policies.
• Target Bonus: Eligibility for a performance-based annual bonus.
• Restricted Stock Units (RSUs): Potential to receive equity in the form of RSUs, aligning employee success with company performance.
• 401(k) Eligibility: Retirement savings plan with potential company matching.

Working Hours: The role is a full-time position, typically requiring approximately 40 hours per week. While a standard work week is expected, the hybrid nature and leadership responsibilities may necessitate flexibility to meet project deadlines and team needs, potentially involving work outside of traditional hours.

📝 Enhancement Note: The salary range provided is a base pay expectation. Total compensation will likely include the target bonus and RSUs, which are common for senior roles in publicly traded tech companies like eBay. Benefits are standard for a large corporation, with specific details to be confirmed during the offer stage. The mention of "at-will employment" is standard legal practice in the US.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce / Online Marketplace. eBay operates as a global online marketplace connecting millions of buyers and sellers, facilitating a wide range of transactions across diverse product categories. This context implies a dynamic, fast-paced environment driven by customer needs, technological advancements, and competitive market pressures.

Company Size: eBay is a large, publicly traded corporation with a significant global presence. While the exact number of employees isn't specified in the input, it's understood to be in the tens of thousands, indicating a structured organization with established processes, but also opportunities for impact within specific business units.

Founded: eBay was founded in 1995. This long history suggests a company with established operational foundations, a deep understanding of the e-commerce landscape, and a culture that has evolved to adapt to technological shifts and market demands.

Team Structure: The role leads the "Global Service Design team" within the "Global Customer Experience (GCX)" organization.

• Team Size and Specialization: The team likely comprises service designers, UX researchers, and potentially CX analysts. Its global nature suggests a distributed team structure, possibly with members in various regions.
• Reporting Structure: The Senior Manager likely reports to a Director or VP of Global Customer Experience or a related CX/Product leadership role.
• Cross-functional Collaboration: The role explicitly requires collaboration with "Growth & Product teams," suggesting a matrixed environment where the service design team works closely with product management, engineering, marketing, and other operational units to integrate service design into the broader customer journey.

Methodology:

• Data-Driven Decision Making: The emphasis on "transforming research, data, and feedback into a comprehensive, actionable service experience strategy" highlights a commitment to data-informed decision-making.
• Human-Centered Design: The core mission revolves around keeping the "customer at the heart of all decisions," underscoring a deep commitment to human-centered design principles.
• AI Integration: A key aspect of the role's methodology is the exploration and implementation of AI-enabled tools and automation to improve customer experiences and operational efficiency.
• Innovation & Creativity: The role is expected to "infuse creativity and innovation" and "facilitate innovation," suggesting a culture that encourages experimentation and novel solutions.

Company Website: https://jobs.ebayinc.com/us/en

📝 Enhancement Note: eBay's established presence in e-commerce means this role operates within a mature industry. The focus on GCX and Service Design indicates a strategic investment in customer experience as a differentiator. The hybrid model and global team structure are typical for large tech companies.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Managerial position, indicating a significant level of responsibility and autonomy. It sits above individual contributor roles and junior management, managing a team and influencing strategic direction within the Customer Experience Operations domain. The role requires not only expertise in service design but also strong leadership and change management capabilities.

Reporting Structure: The Senior Service Design Manager will likely report to a Director or VP within the Global Customer Experience (GCX) organization. This position has direct reports, managing a global team of service design professionals. Collaboration will be extensive with Product Management, Engineering, Marketing, and other operational teams.

Operations Impact: The role has a direct impact on eBay's customer experience, which is critical for retention, loyalty, and revenue generation in the competitive e-commerce landscape. By optimizing customer journeys and implementing innovative service solutions, the role contributes to:

• Increased customer satisfaction and Net Promoter Score (NPS).
• Improved customer retention rates and lifetime value.
• Enhanced operational efficiency and cost savings through AI and automation.
• Stronger brand perception and customer loyalty.
• Alignment of customer experience with overall business growth strategies.

Growth Opportunities:

• Leadership Advancement: Potential to progress into Director or VP-level roles within CX, Service Design, or broader Product Management functions.
• Strategic Influence: Opportunity to shape eBay's customer experience strategy, particularly in the burgeoning area of AI integration in customer service.
• Specialization: Deepen expertise in AI-driven service design, customer journey optimization, and managing global teams.
• Cross-functional Exposure: Gain broader experience by working closely with various departments, potentially leading to opportunities in product strategy or operations management.
• Industry Recognition: Contribute to industry best practices in service design and AI implementation within e-commerce.

📝 Enhancement Note: This role offers a clear path for leadership growth within a major e-commerce player. The emphasis on AI and strategic CX positions the candidate for high-impact contributions and significant career development in a rapidly evolving field.

🌐 Work Environment

Office Type: The role specifies a hybrid work arrangement, meaning employees are expected to work from an eBay office location for a portion of their work week, with the remainder being remote. This suggests a blend of in-person collaboration and independent work.

Office Location(s): The primary specified location is Austin, Texas. Salt Lake City, Utah is also mentioned as an alternative location for those committed to a hybrid model. This indicates that eBay has significant operational presence in these tech hubs.

Workspace Context:

• Collaborative Environment: The hybrid model and emphasis on cross-functional collaboration suggest a workspace designed to facilitate teamwork, brainstorming, and knowledge sharing. Expect shared office spaces, meeting rooms, and digital collaboration tools.
• Tools and Technology: Access to standard office technology, high-speed internet, and potentially specialized software for service design, data analysis, and AI tools will be provided.
• Team Interaction: Opportunities for direct interaction with the service design team, CX leadership, and cross-functional partners will be integrated into the hybrid schedule.

Work Schedule: The standard work schedule is likely Monday through Friday, with an expectation of 40 hours per week. The hybrid nature allows for some flexibility in choosing workdays from home versus in the office, but specific office attendance requirements will be set by the team or department. Flexibility may be needed to accommodate global team members or critical project deadlines.

📝 Enhancement Note: The hybrid model is a key aspect of this role's work environment, requiring individuals to be comfortable with both in-office collaboration and remote work. The choice of locations (Austin and Salt Lake City) points to eBay's strategic placement in regions with strong tech talent pools.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: A recruiter or hiring manager will review applications and conduct an initial phone screen to assess basic qualifications, experience, and cultural fit.
2. Hiring Manager Interview: A deeper dive into your experience, leadership style, and approach to service design, AI, and customer experience strategy. Expect behavioral questions and scenario-based discussions.
3. Portfolio Presentation & Case Study: A critical stage where you will present your portfolio, likely including a detailed case study on a significant service design project. This will be evaluated on your process, insights, impact, and communication clarity.
4. Cross-functional/Team Interviews: Interviews with potential peers, stakeholders from Product or Growth teams, or members of your future team to assess collaboration skills and team dynamics.
5. Final Interview: Often with a senior leader (e.g., VP of CX) to confirm strategic alignment and overall suitability for the role.

Portfolio Review Tips:

• Structure Your Narrative: For each case study, clearly articulate the problem, your role, the process (research, ideation, design, testing, implementation), the solutions, and most importantly, the measurable impact (e.g., improved NPS, reduced churn, increased efficiency).
• Highlight AI Integration: Specifically showcase any projects where you've successfully integrated AI or automation into service design to drive better outcomes.
• Data-Driven Evidence: Quantify your achievements. Use metrics, KPIs, and data points to demonstrate the tangible results of your work. Show how you used data to inform decisions and measure success.
• Showcase Leadership: Include examples of how you've led teams, managed stakeholders, and facilitated cross-functional collaboration.
• Conciseness and Clarity: Be prepared to walk through your portfolio efficiently, focusing on the most relevant and impactful projects for this specific role.

Challenge Preparation:

• Service Design Challenge: You might be given a specific eBay customer scenario and asked to outline your approach to diagnosing the problem and designing a new service solution, including how you'd leverage data and AI.
• Strategic Thinking: Be ready to discuss your vision for service design at eBay, how you would prioritize initiatives, and how you would measure the success of your team's efforts.
• AI in CX: Prepare to discuss your perspective on the role of AI in customer experience and service design, including potential benefits and challenges.

📝 Enhancement Note: The interview process is designed to thoroughly assess both technical service design skills and leadership capabilities. A strong, well-articulated portfolio that highlights AI integration and demonstrable business impact is paramount. Be prepared for a multi-stage process that includes behavioral questions, strategic discussions, and a significant presentation component.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Tools: Proficiency with industry-standard service design software such as Miro, Mural, Figma, Sketch, Adobe Creative Suite (Illustrator, InDesign), and potentially specialized service blueprinting tools.
• Prototyping Tools: Experience with tools like Figma, InVision, or Axure for creating interactive prototypes to visualize service flows and user interactions.
• AI Platforms & Tools: Familiarity with AI-driven analytics platforms, customer service AI solutions (e.g., chatbots, virtual assistants), and tools for leveraging AI in data analysis and insight generation.

Analytics & Reporting:

• Data Analysis Software: Experience with tools like Tableau, Power BI, Google Analytics, or specialized CX analytics platforms for deep-diving into customer data and performance metrics.
• Customer Feedback Tools: Familiarity with platforms for collecting and analyzing customer feedback (e.g., surveys, NPS tools like Qualtrics, Medallia).
• CRM Systems: Understanding of how CRM systems (e.g., Salesforce) house customer data and support service operations, even if not directly managing them.

CRM & Automation:

• Customer Relationship Management (CRM): A strong understanding of CRM principles and data management, likely leveraging Salesforce or similar platforms, to inform service design strategies.
• Workflow Automation Tools: Familiarity with tools or concepts related to workflow automation (e.g., Zapier, Workato, or internal eBay automation solutions) to improve operational efficiency.
• Integration Platforms: Understanding of how different systems integrate to provide a seamless customer experience.

📝 Enhancement Note: This role requires proficiency in a broad range of tools, from core service design and collaboration platforms to advanced analytics and AI-driven technologies. The ability to integrate insights from these tools into actionable service design strategies is key.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A fundamental value where every decision and action is evaluated based on its impact on the customer. This means deeply understanding customer needs and advocating for their best interests.
• Innovation & Creativity: Encouraging new ideas, experimentation, and the exploration of emerging technologies like AI to push the boundaries of customer experience.
• Data-Driven Approach: Relying on data, research, and analytics to inform strategy, measure success, and drive continuous improvement in service design and delivery.
• Collaboration & Empathy: Fostering a supportive team environment where diverse perspectives are valued, and empathy guides interactions with both customers and colleagues.
• Efficiency & Optimization: A commitment to streamlining processes, identifying bottlenecks, and leveraging technology to create more efficient and effective service operations.

Collaboration Style:

• Cross-Functional Integration: The team actively collaborates with Product, Engineering, Marketing, and other business units to ensure service design is embedded across the customer journey and aligns with broader business goals.
• Process Review & Feedback: A culture that encourages constructive feedback on designs, processes, and strategies, promoting iterative improvement and learning.
• Knowledge Sharing: Practices that facilitate the sharing of insights, best practices, and learnings across the global team and with partner organizations.

📝 Enhancement Note: eBay's stated values of "authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work" align with a culture that embraces diversity and innovation. The role requires a collaborative spirit and a proactive approach to integrating service design thinking across the organization.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Global Needs: Designing services that cater to diverse customer segments and regional variations across eBay's global markets.
• Integrating AI Strategically: Effectively identifying and implementing AI solutions that genuinely enhance customer experience without creating new friction points or alienating users.
• Driving Change in a Large Organization: Navigating organizational complexities and stakeholder priorities to champion and implement service design initiatives effectively.
• Measuring ROI of Design: Clearly articulating and proving the return on investment for service design initiatives, especially those involving AI and significant process changes.
• Keeping Pace with Technology: Continuously learning and adapting to the rapid evolution of AI, machine learning, and other technologies impacting customer experience.

Learning & Development Opportunities:

• AI and Machine Learning for CX: Access to training and resources to deepen understanding of AI applications in customer service and experience design.
• Leadership Development Programs: Opportunities for formal leadership training, coaching, and mentorship to enhance management and strategic planning skills.
• Industry Conferences & Workshops: Participation in key industry events focused on customer experience, service design, and AI to stay abreast of trends and network with peers.
• Cross-functional Projects: Opportunities to lead or contribute to projects outside of core service design, broadening exposure to different business functions and strategic initiatives.

📝 Enhancement Note: The challenges are typical for a senior role in a large, global tech company, particularly in the rapidly evolving fields of CX and AI. The growth opportunities are substantial, offering pathways for both technical and leadership advancement within eBay.

💡 Interview Preparation

Strategy Questions:

• "How would you approach developing a service design strategy for eBay's customer support, focusing on improving key 'moments of truth' and leveraging AI?" (Prepare to discuss your methodology, data sources, and key focus areas.)
• "Describe a time you led a global team through a significant change initiative. What were the challenges, and how did you ensure successful adoption of new service design principles or technologies?" (Focus on leadership, communication, and change management.)
• "Imagine a scenario where customer feedback indicates a consistent pain point in our checkout process. How would you, as a Service Design Manager, diagnose this issue, propose a solution, and collaborate with Product and Engineering to implement it?" (Demonstrate your problem-solving process and cross-functional collaboration skills.)

Company & Culture Questions:

• "What do you know about eBay's current customer experience, and where do you see opportunities for service design to make the biggest impact?" (Research eBay's services, recent news, and common customer feedback.)
• "How would you foster a culture of creativity and customer-centricity within your Service Design team, and how would you ensure this culture permeates across other departments?" (Discuss team management, motivation, and influence.)
• "How do you measure the success and impact of service design initiatives, particularly those involving AI?" (Be ready to discuss KPIs, metrics, and ROI calculations.)

Portfolio Presentation Strategy:

• Focus on Impact: Select 2-3 of your most impactful projects that best demonstrate your leadership, service design process, and success with AI integration or significant customer journey improvements.
• Tell a Story: Structure each case study as a narrative with a clear beginning (problem), middle (process and solutions), and end (results and learnings).
• Quantify Everything: For each project, provide specific metrics and data that illustrate the positive outcomes achieved.
• Be Prepared for Deep Dives: Anticipate questions about your decision-making process, the tools you used, how you handled challenges, and your specific contributions versus team contributions.
• Showcase AI Context: If possible, highlight projects where AI was a component of the solution or analysis, explaining your role in its application.

📝 Enhancement Note: Preparation should focus on understanding eBay's business, its customer base, and the specific challenges of e-commerce CX. Be ready to articulate your strategic vision, demonstrate leadership, and present a compelling case for your impact through your portfolio.

📌 Application Steps

To apply for this Senior Service Design Manager position at eBay:

• Submit your application through the provided eBay careers portal link.
• Tailor Your Resume: Customize your resume to explicitly highlight your experience in service design, leadership of global teams, human-centered design methodologies, and any experience with AI or automation in customer experience. Use keywords from the job description.
• Curate Your Portfolio: Select your strongest case studies that demonstrate end-to-end service design projects, leadership, and quantifiable impact. Ensure at least one project showcases experience with AI integration or a significant improvement in customer journey "moments of truth."
• Prepare Your Presentation: Practice walking through your portfolio, focusing on clear articulation of the problem, your process, the solution, and the measurable results. Be ready to discuss your strategic approach to service design and AI at eBay.
• Research eBay: Understand eBay's business model, customer segments, competitive landscape, and recent initiatives in customer experience and technology. This research will be invaluable for interview discussions.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.