Sr Manager, Policy & Trust Strategy

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.

About the team and the role:

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 team manages come into play. Key areas of focus of the Trust team 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 Senior Manager Live Commerce Protections youll help shape critical protections policies and experiences that govern transactions on eBays innovative live commerce platform where buyers and sellers connect interact and transact in real-time. Partnering closely with Risk Management Data Science Customer Support and the Live Business Unit youll identify opportunities launch critical policies that enable safe scaling of the eBay Live platform. Your work will directly build trust drive customer loyalty and ensure safer more satisfying buying and selling experiences that will define the next chapter of commerce at eBay.

What you will accomplish:

• Protections Strategy Development: Own and develop end-to-end post-purchase protections strategy to ensure buyers and sellers can transact safely and with confidence in the live commerce environment. Champion solutions tailored to the unique needs of live video-based transactions balancing customer needs marketplace differentiation and financial feasibility

• Policy Creation & Enforcement: Define operationalize and enforce policies related to eBays protection programs. Partner with Analytics/Data science Product Customer Service and other cross-functional partners to ensure policy precision and fairness across user segments. Develop operating rhythms to ensure consistent policy adherence and policy adaptability as Live commerce and business needs evolve

• Performance Measurement: Establish success metrics for post purchase protections performance. Measure test and track performance providing regular updates and actionable insights to leadership related to protection outcomes. Leverage insights to inform forward-looking roadmap prioritization

• Influence Senior and Cross Functional Leadership: Collaborate with senior Live Business Product and Risk partners to align protections with the broader eBay Live growth and customer experience strategy. Build and deliver high impact analyses and presentations to secure approval and/or resources

What youll bring:

• Experience: 710 years of relevant experience in eCommerce trust and safety strategy and operations management consulting or a related field
  

• Strategic and Structured Thinking: Ability to define long-term policy strategy while managing near-term execution; skilled at simplifying complex issues into actionable insights
  

• Operational Excellence: Proven track record of owning business-critical workflows with high attention to detail rigor and accountability
  

• Analytical Acumen: Strong analytical and problem-solving skills with comfort working with data teams to size impact measure outcomes and inform decisions
  

• Influence and Communication: Exceptional communication skills with experience addressing senior leaders and influencing cross-functional partners
  

• Customer Centricity: Deep appreciation for seller needs and behaviors with a strong belief in designing fair transparent and empowering policies

• Collaboration and Adaptability: High EQ and cross-functional fluency with a collaborative approach and ability to navigate ambiguity

The base pay range for this position is expected in the range below:

Base 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 401(k) eligibility and 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.

If hired employees will be in an at-will position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time including for reasons related to individual performance Company or individual department/team performance and market factors.

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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 veteran status and disability or other legally protected you have a need that requires accommodation please contact us at. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBays commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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