Sr Mgr, Trust Strategy and Ops eBay Live

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.

Position Summary:

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 team manages come into play.  Key areas of focus of the Trust team 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 Head of Trust Strategy and Operations for eBay Live, you'll shape critical policies and strategies for eBay’s innovative live-video commerce platform, where buyers and sellers connect, interact, and transact in real-time. Partnering closely with Product, Analytics, Engineering, Design, Customer Support, and the Live Business Unit, you'll find opportunities, launch impactful solutions, and deliver compelling customer experiences. Your work will directly build trust, drive customer loyalty, encourage innovation, and ensure safer, more satisfying buying and selling experiences—helping define the next chapter of commerce at eBay.

What You’ll Do:

Solve Complex Problems: Work through the unique challenges of managing a broad array of policy areas and related experiences.  Own the end-to-end strategy and operations of scaled workflows to enforce eBay’s policies efficiently.  Take ownership of any major blocker to the company’s success.  Priority outcomes include customer experience, improving quality, policy adherence, automation, and delivering business growth.

Own the Roadmap: Develop roadmaps to achieve both short-term and long-term customer and business outcomes.  Define both product requirements and standards and serve as the single-threaded-leader (and coach your team members to do the same) to rapidly bring the roadmap to market.  Create the case for change through data, analysis of financial and operational metrics and competitive benchmarking.

Collaborate and Represent Trust Across the Organization: Apply strategic, operational and analytics best practices to secure buy-in from multiple partners for long-term solutions that might compete with existing plans and roadmaps. Drive strong partnerships and influence key stakpartnersoss the organization. 

Develop Mechanisms: Strengthen and enhance assessment, monitoring, testing and goal setting standards and execution excellence.  Build sustainable mechanisms to report results and escalate issues to internal partners and partners.

Who You Are - A Proven Leader Who:

• Inspires a high performing team, delivering results at eBay’s scale

• Sets aggressive personal and team goals

• Is a strategic inspiring leader and creative problem solver

• Builds and sustains strong partnerships

• Communicates clearly, effectively, and proactively with exceptional listening, written and verbal communication skills

• Aligns executive audiences and the company more broadly to Trust strategy and plans

• Takes ownership

• Quickly and proactively resolves issues

• Demonstrates data effectively

• Sees the system, e.g., understands end-to-end Trust experiences, Buyer and Seller needs and eBay business growth objectives

• Acts with integrity

• Is comfortable presenting to executives, business, and engineering alike

• Brings experience with online and marketplace retail environments

• Understands the importance of analytics, design, and research and how all fit into building new processes and deploying new technologies

Minimum Qualifications:

• BA/BS with 8+ years relevant experience in Trust & Safety or relevant product management, management consulting or process improvement

• Experience delivering global operations in ecommerce and marketplaces; experience in Live shopping or social commerce a plus

• Experience leading cross functional teams

• Experience presenting strategies, insights and operational results through data with senior-level executives

• Experience owning the delivery of large-scale programs (e.g., $100M+), experiences, and products from roadmap to delivery as well as managing elements related to full-funnel and end-to-end user journeys

• Experience successfully leading complex solutions that require optimizing across multiple partners and second/ third order effects

• Experience managing ambiguity and minimizing uncertainty through quantitative and qualitative insights

• Experience acting as the voice of the customer and channeling many points of view, synthesizing them to drive alignment even in times of friction or disagreement

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 status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's 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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