Senior Manager, Trust Strategy & Ops

At eBay were more than a global ecommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. Were 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. Were 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.

At eBay we connect people and build communities to create economic opportunity supporting millions of sellers and buyers in more than 190 markets around the world. Over $73B of merchandise is sold on eBay every year and eBay continues to win awards for our actions in the areas of sustainability and responsible business.

eBays founder Pierre Omidyar said You have to build trust before you begin a transaction. This is as true today as it was when Pierre said it over 20 years ago. eBay is the Trust handshake between our buyers and sellers.

Fast-paced dynamic and proactive eBays Trust team is dedicated to making eBay a safe and trusted platform. For eBay nothing is more important than trust. The vast majority of transactions on eBay go perfectly and when things go wrong our buyers and sellers can almost always make things the cases where buyers and sellers cannot work things out the policies operations and user experiences that the Trust teams manage come into play. Key areas of focus include seller protections the post-purchase experience customer reviews the eBay Money Back Guarantee seller performance and platform communications.

Were incredibly proud of our work to establish a trusted global marketplace but were not complacent. Our promise to the hundreds of millions of eBays customers is to remain steadfast in our efforts to provide the safest most secure and most trusted marketplace for buyers and sellers around the world.

As the Senior Manager of Trust Strategy and Operations youll play a key role in developing customer experiences that enhance trust with our sellers. Youll lead cross-functional teams to assess and refine marketplace policies ensuring they effectively manage risks while supporting seller interests. Your work will help drive sales on eBay by balancing policy enforcement with the needs of our seller community. Join us in shaping the future of customer engagement and trust.

Key Responsibilities:

• End-to-End Strategy & Execution: Develop and implement strategies that enhance the trust experience for eBays customers. Focus on policies related to seller trust and risk management ensuring they are used constructively and fairly.

• Data-Driven Insights: Write queries to pull data and analyze it to size opportunities and understand customer needs. Use these insights to inform strategic decisions and drive improvements.

• Stakeholder Collaboration: Establish and maintain relationships across geographies (including but not limited to the US UK Germany) and functions including Product Analytics Engineering Design and Customer Support teams. Secure buy-in from multiple stakeholders for long-term solutions.

• Roadmap Development: Create roadmaps to achieve customer and business outcomes. Define business requirements and standards contribute to product requirements and ensure rapid execution and delivery.

• Seller Engagement: Regularly connect with sellers to capture feedback and insights incorporating them into policies and processes.

• Communication & Policy Management: Enhance the way eBay communicates trust policies to sellers and buyers improving external policy information and stakeholder communication. Lead the day-to-day functions of trust policies resolving high-priority issues and maintaining policy documents.

• Mechanisms Development: Strengthen assessment monitoring testing and goal-setting standards to ensure execution excellence.

• Executive Communication: Help drive alignment at senior levels of leadership with the opportunity to regularly present to Director audiences.

Qualifications:

• Education: Bachelors degree required; advanced degree preferred.

• Experience: 7 years of relevant experience in e-commerce trust & safety strategy & operations product management management consulting or related fields.

• Skills:

  • Strategic vision with tactical execution capabilities.

  • Experience leading cross-functional teams and delivering large-scale programs.

  • Strong analytical and problem-solving skills comfortable working closely with data & analytics teams.

  • Excellent verbal and written communication skills with the ability to convey policy changes and collaborate with various stakeholders.

  • Meticulous attention to detail with outstanding organizational skills.

  • Ability to manage ambiguity and minimize uncertainty through quantitative and qualitative insights.

Who You Are:

• A strategic thought leader and creative problem solver.

• An effective communicator who aligns executive audiences to trust strategies.

• A proactive leader who resolves issues swiftly and leverages data effectively.

• A collaborator who builds and sustains strong partnerships across the organization.

• A visionary who sees the system and understands end-to-end trust experiences and eBay business growth objectives.

Join us in shaping the future of commerce at eBay where trust is the foundation of every transaction.

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