About this role
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.