Product Manager, eBay
Zack is an explorative, technical, and customer-centric focused Product Manager with a deep passion for problem-solving. He’s recognized as a strong and decisive leader who builds and mentors cross-functional teams in dynamic environments. Currently, Zack is a Product Manager at eBay, serving as a vital member of the Customer Support Technology Group, a global team of 18 driving Product Strategy, managing eBay’s enterprise CX solution, and delivering customer-centric solutions for eBay customers and eBay’s 6K+ service agents. Throughout working nearly 9 years at eBay, he also outlined the Product Strategy, the approach to establish the 2021 Customer Support Technology Group roadmap, and responsible for improving efficiencies, simplified agents experience by delivering core capabilities in Salesforce solution and outlined roadmap designed with scalability and long-term vision in mind. Zack doubled the average CSAT of top sellers and buyers through self-service, an enterprise, and desktop product solution for eBay’s Concierge Service and specialized Customer experiences, during 18-months of rapid growth to 1.6M customers. Notably, he improved customer satisfaction by 20% while increasing repurchase rates by developing and launching a Proactive Outbound solution for a New or Reactivated Buyer segmented service reaching 2M+ customers.
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