Senior Manager, Trust Strategy & Ops

This job is with eBay, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

At eBay, we're more than a global ecommerce leader - we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're 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. We're 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 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.
eBay's 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, eBay's 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 right.  In the cases where buyers and sellers cannot work things out, the policies, operations and user experiences that the Trust teams manage come into play.  

Key areas of focus include seller protections, the post-purchase experience, customer reviews, the eBay Money Back Guarantee, seller performance and platform communications.
We're incredibly proud of our work to establish a trusted global marketplace, but we're not complacent. Our promise to the hundreds of millions of eBay's 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 the Senior Manager of Trust Strategy and Operations, you'll play a key role in developing customer experiences that enhance trust with our sellers. You'll lead cross-functional teams to assess and refine marketplace policies, ensuring they effectively manage risks while supporting seller interests. Your work will help drive sales on eBay by balancing policy enforcement with the needs of our seller community.

Join us in shaping the future of customer engagement and trust.

Key Responsibilities:

End-to-End Strategy & Execution:
Develop and implement strategies that enhance the trust experience for eBay's customers. Focus on policies related to seller trust and risk management, ensuring they are used constructively and fairly.

Data-Driven Insights:
Write queries to pull data and analyze it to size opportunities and understand customer needs. Use these insights to inform strategic decisions and drive improvements.

Stakeholder

Collaboration:

Establish and maintain relationships across geographies (including but not limited to the US, UK, Germany) and functions, including Product, Analytics, Engineering, Design, and Customer Support teams. Secure buy-in from multiple stakeholders for long-term solutions.

Roadmap Development:
Create roadmaps to achieve customer and business outcomes. Define business requirements and standards, contribute to product requirements, and ensure rapid execution and delivery.

Seller Engagement:
Regularly connect with sellers to capture feedback and insights, incorporating them into policies and processes.

Communication & Policy Management:
Enhance the way eBay communicates trust policies to sellers and buyers, improving external policy information and stakeholder communication. Lead the day-to-day functions of trust policies, resolving high-priority issues…