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.

Manager Trust Strategy & Operations PostPurchase

Level: 25
Location: Salt Lake City
Team: Trust

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.

Postpurchase moments are where trust is tested most. Returns and cancellations are highemotion experiences that directly shape customer confidence seller outcomes and marketplace health.

About the role

Were looking for a Manager Trust Strategy & Operations to help improve eBays postpurchase experience with a focus on Returns and Cancel Transactions. This role is a key contributor within Trust working at the intersection of policy product and operations to design clearer simpler and more trustworthy postpurchase experiences for buyers and sellers.

Youll work closely with senior Trust leaders and crossfunctional partners to translate strategy into executionbringing structure analysis and operational rigor to complex policy and experience problems. Youll work handinhand with Product teams to help deliver better postpurchase experiencesbringing customer insights policy context and data to inform decisions and shape what gets built.

This is an individual contributor role with high exposure strong crossfunctional collaboration and opportunities to grow ownership over time.

What youll do

• Support the development and evolution of postpurchase policies across Returns and Cancel Transactions helping ensure policies are clear fair and scalable.

• Partner with Product Design Analytics and Customer Support to help shape postpurchase experiences and ensure policy intent is reflected in customer flows and tools.

• Analyze performance and customer outcomes by defining metrics reviewing trends and surfacing insights related to postpurchase experiences.

• Support experiments and pilots by helping frame hypotheses interpret results and translate findings into recommendations.

• Coordinate across teams to support alignment on policy changes risk considerations and operational readiness.

• Contribute to gotomarket and change management efforts including agent readiness internal documentation and external communications.

• Prepare clear concise materials to support leadership reviews decisionmaking and ongoing updates.

What youll bring

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

• Strong analytical and problemsolving skills including working proficiency in SQL with the ability to break down complex problems and partner with Analytics to derive insights.

• Experience working on customerimpacting policies or processes such as returns disputes cancellations payments or fraud.

• Ability to collaborate effectively across functions including Product Engineering Customer Support Analytics and Legal.

• Clear and structured communication skills with comfort synthesizing information for both working teams and senior stakeholders.

• Comfort operating in ambiguity balancing multiple priorities and learning quickly in a fastmoving environment.

• Bias for action and learning including using AI tools in day-to-day work to improve efficiency and decision quality with a willingness to take ownership test ideas and iterate based on results.

Nice to have

• Experience with experimentation A/B testing or causal analysis.

• Familiarity with marketplace dynamics or posttransaction flows.

• Exposure to global or regionally differentiated policies.

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 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.

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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