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.

Senior Manager Trust Strategy & Operations Cancel Transaction Policy & Experience

About the team

At eBay trust isnt just a principleits the engine that keeps our marketplace moving. Every day millions of buyers and sellers count on us to make transactions seamless and to step in quickly when things go sideways. The Trust team leads that charge shaping the policies and experiences that protect our community and keep our marketplace fair transparent and resilient.

Order cancellations sit at the heart of that mission. Theyre highvisibility highemotion moments where clarity speed and protection matter most. How we handle cancellationswho can cancel when what happens next and how we prevent abusedirectly shapes customer confidence and marketplace health.

About the role

Were looking for a Senior Manager Trust Strategy & Operations to own the strategy and policies for Cancel Transaction across eBay. This role will play a critical role in shaping the member experience post-transactiondriving clarity on customer needs influencing product direction and ensuring cancellation experiences reflect our trust principles.

You will combine structured strategy work deep data analysis and hands-on execution to design cancellation policies that are simple fair and scalable. Youll partner closely with Product Design Analytics Customer Support Legal and regional teams to ship experiences that reduce friction limit abuse and strengthen customer trust.

This role will be the go-to leader for everything related to cancellations at eBay working through deep cross-functional partnerships and operating with significant visibility to senior leadership.

What youll do

• Own and evolve Cancel Transaction policy and define the long-term strategy and roadmap for cancellations across formats and geographies.
  

• Partner with Product Design and Customer Support to drive a clear fair and trusted cancellation experience.
  

• Measure what matters: define success metrics and work with analysts to build the reporting needed to track them.
  

• Run experiments and pilots to test new policies and experiencesframing hypotheses understanding impact and translating results into clear recommendations.
  

• Own key cross-functional forums for the Cancel Transaction domain (e.g. roadmap reviews experiment readouts risk reviews) and drive alignment across Product Legal Finance Customer Support and regional partners.
  

• Support go-to-market and change management for policy and product changes including agent readiness external seller/buyer communications and rollout strategy.
  

• Provide executive-ready narratives that clearly explain trade-offs recommended choices and financial/customer impactoften under time pressure and with incomplete data.

What youll bring

• 710 years of experience in strategy operations product operations policy consulting or a related field; marketplace payments risk or trust & safety experience strongly preferred.
  

• Proven track record of owning a complex domain endtoenddefining vision and roadmap shipping solutions and demonstrating measurable impact.
  

• Strong analytical and problemsolving skills: comfortable partnering with Analytics to size opportunities interpret experiment results and build datadriven recommendations; experience with SQL or similar tools.
  

• Experience with customer-impacting policy design ideally including dispute resolution cancellations returns or fraud/abuse mitigation.
  

• Ability to balance customer empathy with business impact navigating nuanced tradeoffs between buyer and seller needs shortterm metrics and longterm trust.
  

• Excellent communication and storytelling skills with experience influencing senior leaders and driving decisions across crossfunctional teams.
  

• Proven ability to lead through ambiguity set structure where it doesnt exist and maintain momentum across multiple workstreams.

The applicable base pay range for this position is dependent on work location. The base pay range inthe San Francisco Bay Area New York City Metro and Seattle Metro is expected in the range below:

The base pay range for all other U.S. work locations 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.

Please see the Talent Privacy Noticefor information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with 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 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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