Global Customer Protection Ops Manager

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:

Global Customer Protection Operations (GCPO) is dedicated to safeguarding eBays marketplace by resolving sophisticated customer protection cases enforcing policies and preventing fraud and abuse. Our team is at the forefront of upholding marketplace integrity and trust for millions of buyers and sellers worldwide!

The Customer Protection Operations Manager leads a diverse group of frontline leaders and specialists who handle critical escalationsclaims account integrity issues and policy enforcementwhile balancing a collaborative team culture and hybrid work flexibility. Reporting to senior leadership this role is empowered to drive operational excellence develop emerging managers and foster an environment where clarity inclusivity and accountability thrive!

What you will accomplish:

• Champion customer trust and risk mitigation by guiding team leaders who oversee resolution of high-impact protection cases and escalations.

• Lead results-driven initiatives to optimize key metricsincluding time-to-resolution accuracy customer satisfaction and risk outcomesfor lasting marketplace integrity.

• Collaborate cross-functionally with teams across Trust & Safety Payments/Risk Legal/Compliance and Product/Engineering to improve fraud detection case protocols and escalation efficiency.

• Refine and implement globally consistent policies playbooks and training frameworks that deliver fair outcomes for eBays diverse community.

• Manage incident response during fraud spikes or major safety events deploying targeted interventions by category cohort or region to protect users.

• Drive ongoing improvement through data analytics QA calibration and workflow/tool enhancementsidentifying opportunities to innovate in remote and hybrid settings.

What you will bring:

• Dedicated to working our Hybrid Model with 3 days per week onsite in either our Austin TX or our Salt Lake City UT office.

• Demonstrated experience leading operations in trust & safety risk/fraud compliance or customer protection preferably at scale.

• Sophisticated analytical skills and decision-making capability; adept at leveraging data processes and detection technologies to inform actions.

• Proven ability to coach mentor and develop managers in a dynamic and inclusive team environment.

• Strong collaboration and change leadership across global cross-functional stakeholder groups.

• Skilled in optimizing case management workflows tooling and performance metrics in both virtual and on-site environments.

• Flexibility to manage in hybrid or remote settings with openness to occasional travel and shift adjustments as needed for global coverage.

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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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