Director, CRM- AI Transformation

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 role :

We’re seeking a visionary, strategically minded AI leader to redefine how eBay delivers customer experiences through CRM. As Director, CRM AI Transformation, you will lead the creation and execution of a next-generation CRM machine - one that is personalized, AI-powered, data-driven, and integrated across every customer touchpoint.

This is a new and highly strategic role within the Marketing organization - not a traditional marketing or campaign operations role. You won’t be managing day-to-day campaigns; instead, you’ll be designing the future-state CRM ecosystem from the ground up. Your focus will be on working across the organization to build foundational capabilities, including platforms, measurement frameworks, AI integration, personalization systems, and test-and-learn infrastructure that will enable marketers to execute CRM smarter, faster, and at scale.

The Director will start as an individual contributor, working hands-on to define the vision, roadmap, and cross-functional operating model. But this role is not just about setting strategy - it’s about building the future of CRM at eBay. You’ll be responsible for shaping the capabilities, processes, and team structure needed to bring that vision to life, laying the groundwork for scalable execution across systems, content, and data.

This role sits at the intersection of MarTech, Data Science and CRM Marketing, guiding how eBay develops and scales customer-first experiences through technical innovation and platform thinking. You’ll be instrumental in ensuring that eBay’s CRM evolves from a traditional messaging channel into a dynamic, AI-driven relationship engine, one that deepens trust, increases relevance, and drives loyalty across our global customer base.

What will you accomplish : Strategy & Transformation Roadmap Ownership

Define and champion a bold vision for an AI- and ML-enabled CRM platform that aligns business outcomes with customer experience goals and technical capabilities.

Identify and prioritize high-impact use cases for personalization, orchestration, and generative content across the customer journey.

Lead a multi-year transformation journey grounded in lifetime value, automation, and journey-centric design principles.

Translate strategic vision into actionable plans, including success metrics, learning agendas, and feedback loops, to guide cross-functional execution.

Capability Design & Technical Enablement

Collaborate with MarTech, Customer Identity and Data Science teams to define business requirements for foundational capabilities : personalization engines, real-time orchestration, data capture strategies, and generative content workflows.

Provide business context and user-centric logic to guide system design, integration priorities, and capability sequencing.

Identify platform and tooling gaps; collaborate on build / buy analysis in partnership with MarTech or Data Science stakeholders to evolve the CRM ecosystem.

Drive cross-functional capability development with a focus on enabling CRM at scale, not on operating individual campaigns.

Collaboration & Change Leadership

Build strong partnerships with CRM, Data Science, MarTech, Analytics and Creative organizations to align on the CRM operating model.

Document and socialize the new vision and execution model across stakeholders, ensuring clarity on handoffs, governance, and future-state processes.

Manage key vendors and platform relationships as needed to deliver on the transformation roadmap.

Measurement, Learning & Optimization

Define north star KPIs and leading indicators and build robust tracking systems.

Partner with Data Science to ensure AI models are optimizing against the right objectives and customer behaviors.

Lead test-and-learn initiatives to accelerate learning across targeting, content, and orchestration logic.

Ensure fast feedback loops and intelligent escalation / defect handling systems.

Leadership, Collaboration and Change Management

Build, lead and inspire a team of technical personalization / AI experience specialists.

Build strong, collaborative partnerships with stakeholders across Marketing, Product, Technology, Analytics, Data Science, Brand, and Creative.

Document and socialize the future-state CRM operating model, ensuring clarity around roles, handoffs, and governance structures.

Continuously scan best-in-class CRM practices, customer-facing experiences, and platform innovations to inform eBay’s roadmap and identify strategic investment opportunities.

What will you bring : Technical Fluency + Systems Thinking

Experience defining vision and delivering AI-driven experience systems.

Strong product fluency, with the ability to understand data flows, API integrations, ML pipelines.

Proficient in SQL and R (or Python) for exploratory data analysis, prototyping, and insight generation.

Skilled at partnering with MarTech, Data Engineering, and Data Science to define requirements and shape AI-powered capabilities.

Familiar with test design, incrementality frameworks, and performance measurement in model-based environments.

Understanding of AI governance principles, including explainability.

Able to evaluate technical trade-offs and system constraints to inform scalable, customer-centered solutions.

Strategic Strength

10+ years of experience in technology, technical marketing or personalization, with a proven track record of using technology, data and AI to drive measurable customer and business growth.

Demonstrated ability to define and lead end-to-end strategy, from identifying opportunities and framing business cases, to driving prioritization, resourcing, and organizational alignment.

Experience leading 0→1 or transformation initiatives that required rethinking legacy systems, building new capabilities, and influencing change across complex, matrixed environments.

Strong business acumen with the ability to translate abstract customer needs and data opportunities into clear, actionable roadmaps tied to growth, retention, and customer lifetime value.

Skilled at aligning stakeholders across marketing, product, data, and engineering teams through persuasive storytelling, strategic clarity, and outcome-driven planning.

Customer-Centered Design Mindset

Demonstrated success designing CRM strategies and messaging that resonate across lifecycle stages and segments.

Experience shaping journeys, content frameworks, and experiences grounded in customer needs and behavioral insights.

Collaborative Leadership

Proven track record navigating large, matrixed organizations and aligning diverse stakeholders around a shared vision.

Executive presence with strong storytelling and influence skills, able to bridge strategy, technology, and customer experience domains.

The applicable base pay range for this position is dependent on work location. The base pay range in the San Francisco Bay Area, New York City Metro and Seattle Metro is expected in the range below :

$190,400 - $254,200

The base pay range for all other U.S. work locations is expected in the range below :

$148,400 - $220,500

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.

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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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