AI Adoption & Capability Lead

Ebay Ai Adoption & Capability Lead

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

At eBay, we are reinventing the future of ecommerce for enthusiasts, and our Global Customer Experience (GCX) team is at the heart of this transformation. Within the Learning, Content, & Experiences org, we move beyond traditional training to build the capabilities that allow our people to thrive where AI and human ingenuity intersect. We believe that as technology becomes more sophisticated, the human skills of coaching, strategic thinking, and trust become our greatest competitive advantage!

About the Role

We are looking for an AI Adoption & Capability Lead —a high-impact individual contributor who is equal parts Technical Builder and People Translator!

This role exists to make AI adoption "real" inside GCX by bridging the gap between technical innovation and human execution. You aren't just instructing people how to use a tool; you are crafting the roadmap for how our leadership and support layers (Team Leads and Coaches) will move from basic AI awareness to high-proficiency usage. This is an individual contributor role with high exposure, requiring a candidate who can translate sophisticated product roadmaps into practical behavioral change while ensuring technology augments human connection.

What You Will Accomplish

• Architect AI Fluency: Orchestrate the end-to-end strategy and enablement frameworks to transition the team from AI awareness to practical proficiency. You will personally build "demystification" programs (e.g., AI Power Hours) that turn sophisticated technology into practical leadership tools.

• Evolve Leadership Capability: Own the development roadmap for Team Leads and Coaches. You will curate and build high-impact learning experiences centered on the "Human + AI" leadership model —prioritizing Strategic Thinking, Decision-Making, and Coaching in an augmented environment.

• Bridge Product & People: Act as the primary "Translator" between Product and Operations. You will turn technical tool roadmaps into operational readiness plans, ensuring our leaders are equipped to champion and coach new AI workflows from the moment of launch.

• Strategic Workflow Consultation: Serve as a core partner in redefining how work gets done. You will consult on organizational workflow redesign, identifying opportunities where AI can automate the routine to allow our people to focus on high-value human connection.

• Drive Cultural Change: Act as a high-visibility change agent within GCX to reduce fear and resistance. You will embed our DNA into every initiative, ensuring AI adoption is used for professional growth and empowerment rather than a disruption.

• Measure & Report Impact: Define the North Star metrics for AI success. You will analyze performance data and employee sentiment to demonstrate how genuine AI adoption directly drives business outcomes, such as Customer Effort Score (CES) and operational efficiency.

• Influence Senior Leadership: Synthesize complex adoption and capability data into clear, high-level narratives. You will prepare and present materials that guide senior leadership in making critical decisions on AI strategy and people investment.

What You'll Bring

• 5+ years of experience in Capability Development, AI Transformation, Product Operations, or Change Management; experience in a global customer service or marketplace environment preferred.

• The "Builder" Skillset: You are hands-on. You have a track record of personally creating your own content, frameworks, and pilots. You don't just manage a process; you build the solution.

• The "Translator" Skillset: You have an outstanding ability to take complex AI concepts and make them accessible, actionable, and exciting for non-technical audiences.

• Technical Proficiency: You stay ahead of AI trends and are personally proficient in using AI tools to improve your own work and the work of others.

• Influence Without Authority: Experience navigating a global matrix, building trust with senior stakeholders, and driving results as an individual contributor.

• Clear and Structured Communication: Outstanding skills in synthesizing information for both working teams and senior leadership.

• Bias for Action: Confident operating in ambiguity, balancing multiple priorities, and a willingness to take ownership, test ideas, and iterate based on results.

Preferred:

• Experience with AI adoption metrics and performance analytics.

• Familiarity with AI Tools and their application in a customer service context.

• Exposure to global organizational development or regional change management.