Job Details

Principal Product Manager, CX

TCGplayer (an eBay company)

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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 and modern customer- and design-centric practices, including the ability to establish standards and conventions for informed decisions, dependency management, and portfolio delivery.
• Proficiency with quantitative reasoning and modeling, including metric-informed decisioning, portfolio pricing and revenue models, and designing project- to portfolio-level operating metrics and targets.
• Excellent written and verbal communications skills with the ability to share complex concepts to a variety of audiences, both with internal team members and external customers; a bias towards operational scalability and documentation.
• A steadfast focus on solving customer needs, with experience deriving objectives from qualitative and quantitative customer insights; strongly motivated to regularly interact directly with customers.
• A self-directed practitioner, able to achieve results while proactively seeking out discussion and feedback from leadership, peers, and other team members on major results, portfolio planning, and team processes.
• Strong technical comprehension and/or hands‑on experience in software development and hardware development; comfort with infrastructure and internal systems considerations for successful product development programs.
• Preferred Qualifications
• Experience in a hobby, gaming, and/or collectibles community.
• Experience with a global expansion in a marketplace or platform business.
• Product Owner, Product Manager, or Scrum Master certification.

Base pay range

$124,000 - $208,300

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 ...@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 continuous employment. An employer who violates this law shall be subject to criminal penalties and civil liability.