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Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.
Role Overview:
This role is part of eBay’s Global Consumer Insights (GCI) organization and those with equivalent experience. It works closely with cross-functional teams to turn customer feedback into actionable business insight.
As a CX Program Manager, you will strengthen our customer listening infrastructure and advance our insights capabilities. The role has two core focus areas:
Qualtrics Implementation – Manage and continually improve the Qualtrics solution, encompassing XM Discover, to ensure scalable and high-quality listening programs.
Customer Insights – Transform customer feedback into clear, actionable insights through structured analysis, Tableau dashboards, and executive-ready slide presentations.
You will enable teams across the organization to use customer insight to drive measurable experience improvements.
What You Will Accomplish:
Qualtrics Implementation & XM Program Delivery
Own and optimize the Qualtrics platform (including XM Discover) to support scalable, high-quality CX listening programs
Develop, build, and enhance surveys and listening posts aligned to enterprise CX strategy
Configure dashboards, workflows, and integrations to deliver a seamless and actionable user experience
Analyze structured and unstructured feedback using XM Discover to surface key themes, risks, and opportunities
Establish and implement governance standards for survey design, data integrity, and global compliance (e.g., GDPR)
Serve as the main point of contact for Qualtrics, resolving technical issues and enabling teams through training and procedures
Customer Insights & Business Impact
Analyze customer feedback to identify trends, root causes, and opportunities to improve the customer experience
Synthesize survey data and text analytics into clear, actionable insights that influence business decisions
Build and maintain Tableau dashboards to monitor key CX metrics and proactively identify performance shifts
Translate complex data into compelling, executive-ready presentations and narratives
Partner with stakeholders to prioritize initiatives, recommend solutions, and track the impact of actions taken
Champion a customer-first mentality by embedding the voice of the customer into strategic discussions and decisions
What You Will Bring:
5+ years of experience in Customer Insights, Voice of Customer (VoC), CX, or related roles
Deep expertise in Qualtrics (including XM Discover) and experience leading enterprise-level implementations
Strong analytical and problem-solving skills with the ability to translate data into actionable insights
Excellent written and verbal communication skills, including building and delivering executive presentations
Experience working with cross-functional stakeholders in a fast-paced environment, influencing without authority
Proficiency in Tableau or similar tools for dashboarding and data visualization
Experience supporting global CX or listening programs at scale preferred
Background in structured, problem-solving environments (e.g., consulting, strategy, or advisory contexts) preferred
Relevant certifications (Qualtrics, XM, CCXP) preferred
Additional Details
The base pay range for this position is expected in the range below:
C$85,600 - C$114,300Base 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 RRSP eligibility, 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.
This job posting relates to an existing vacancy within eBay.
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, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at [email protected]. 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.
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