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 develop 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.

Pierre Omidyar the founder of eBay once said You have to establish trust before you start a transaction. This remains just as relevant now as it was more than 20 years ago. eBay serves as the trust connection between our buyers and sellers.

Fast-paced dynamic and proactive eBays Trust team works to keep eBay a safe and trustworthy platform. Trust is the most important aspect for eBay. Most transactions on eBay finish successfully and when problems happen buyers and sellers often find solutions cases where buyers and sellers cannot come to an agreement the policies operations and user experiences handled by the Trust teams are involved. Main areas of focus encompass seller protections the post-purchase experience customer reviews the eBay Money Back Guarantee seller performance and platform communications.

We feel proud of our role in establishing a trusted marketplace worldwide but we dont become complacent. We pledge to hundreds of millions of eBay customers that we will continue to ensure the marketplace remains safe secure and reliable for buyers and sellers globally.

As a Trust Strategy & Operations Manager you will own and improve trust policy experiences and operational workflows that impact how sellers and buyers transact on eBay. Youll partner closely with Product Analytics Engineering Development Customer Support Finance and Legal to find opportunities translate insights into clear requirements and deliver well-tested changes with measurable impact.

Key Responsibilities

Drive policy improvements

• Drive strategy and delivery to improve trust policy experiences or operational workflows (e.g. a buyer or seller-facing flow consequence paths policy communication surfaces or eligibility into seller programs/benefits).
• Manage comprehensive change (policy update seller communications and/or process flow) across 24 partner teams.

Data-driven insights and sizing

• Partner with Analytics to pull data establish baselines diagnose metric movement and size opportunities.
• Connect the what to the so what by linking metrics to customer impact and business outcomes.

Cross-functional delivery

• Partner with 24 primary delivery teams to run launches end-to-end: draft business requirements sanity-check policy and comms coordinate reviews test thoroughly and set up post-launch monitoring.
• Identify risks early bring up misalignment quickly and keep collaborators aligned through crisp status updates and working sessions.

Roadmap and planning input

• Offer a perspective during quarterly/annual planning on which challenges the team should address next supported by data and customer insights.
• Break down larger objectives into prioritized achievements and implementation plans for your area.

Seller engagement and voice of customer

• Engage with sellers and frontline partners to gather feedback identify friction and incorporate findings into improvements to policies comms and processes.

Policy operations and issue resolution

• Support day-to-day trust policy operations for your area: maintain documentation respond to high-priority issues and improve clarity and consistency of policy advice across surfaces.

Communication and collaborator management

• Adapt communication for different audiences (working team partner teams leaders).
• Present findings and launch plans to Senior Director-level audiences when needed.

Qualifications

Education

• Bachelors degree or equivalent experience required; advanced degree or equivalent experience a plus.

Experience

• Typically 4 years in strategy & operations product management product operations program management consulting trust & safety e-commerce or a related field.

Skills

• Strong analytical thinking: comfortable working with data selecting the right metrics and proposing follow-ups.
• Demonstrated ability to manage cross-functional projects: capable of independently leading a launch involving 24 partner teams including those beyond the Trust organization.
• Strong written and verbal communication: can produce clear requirements policy/comms sanity checks and compelling updates.
• Strong organizational skills and attention to detail; able to manage multiple workstreams and drive closure.
• Comfort operating with ambiguity; uses quantitative qualitative inputs to reduce uncertainty.

Who You Are

• A builder and self-starter: you take initiative develop momentum and turn ambiguous problems into shipped outcomes.
• Ambitious and eager to advance: you want to become part of eBays next generation of leaders and you actively seek growing responsibility and scope.
• A customer-centered operator: you care deeply about sellers and buyers and youre energized by refining experiences through policy process and product changes.
• A future-facing problem solver: you have a clear perspective on where e-commerce is headed and how to make eBay more accessible and relevant to all.

Join us in crafting the future of commerce at eBay where trust is the foundation of every transaction!

Additional Details

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 RRSP eligibility 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.

This job posting relates to an existing vacancy within 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 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.

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