Director, Trust, Post-Purchase Exp & Ops

eBay•San Jose, CA

12d

About The Position

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: Fast moving, mission driven, and relentlessly focused on impact, eBay’s Trust team ensures every interaction between millions of buyers and sellers is safe, fair, and reliable. We’re redefining what trust means in a dynamic marketplace, delivering experiences that inspire confidence and empower economic opportunity for everyone. Our Trust team of policy, strategy and operations experts ensure expectations for both buyers and sellers are clear, easy to follow and judiciously run. It sounds simple, but at eBay’s scale and speed it’s anything but! As the Director of Trust Strategy and Operations for Post-Purchase Experiences, you are a skilled and accomplished leader, demonstrating excellence in strategy, execution, and operations. You will define and lead the strategy and vision for how a diverse set of post-purchase policy areas, including cancellations, returns, and missing items, individually and collectively create a cohesive, predictable, and fair framework that balances protections and accountability for all. You will also lead the reimagination of how buyers and sellers navigate through experiences where their activity many have been temporarily restricted. You will lead cross-functional execution by partnering closely with internal teams, representing both buyers and sellers, and driving measurable marketplace results. Finally, you will be responsible for the operational mechanisms and continuous improvement that ensure these critical programs perform seamlessly day-to-day. This role is pivotal as eBay accelerates into a new era of growth powered by innovative experiences like live shopping and item authentication. The Trust team sits at the heart of this evolution, and the mission is to make every connection safe, seamless, and worthy of confidence. But that’s not all! You will also play a key role in consistently improving the Trust entity's execution framework, processes, systems, and data. You will partner with Product Management, Analytics, Engineering, Design and Customer Support to identify areas of opportunity, size impacts and drive new strategies and operational plans. You will use predictive methods to advise market level decisions and ensure solutions meet the stated goals and objectives and account for changing market and economic conditions. You will develop the comprehensive framework and operational plan to improve measurable outcomes and expand the areas of focus within the Trust organization. Lastly, you will ensure that the needs of our international teams are well represented.

Requirements

Is a strategic leader with a point of view
Sees the system, e.g., understands end to end Trust experiences, Buyer and Seller needs and eBay platform technical architecture
Understands the practical applications of analytics, design, and research and how all fit into building new processes and deploying new technologies
Inspires a high performing team, delivering results at eBay’s scale
Sets aggressive personal and team goals
Takes ownership and delivers results
Builds and sustains strong partnerships
Communicates clearly, effectively, and proactively with exceptional listening, written and verbal communication skills
Is comfortable presenting to executives, business, and engineering alike
Leverages data effectively
Quickly and proactively resolves issues
Acts with integrity
Brings experience with online and marketplace retail environments
BA/BS degree, with 12+ years of proven experience within two or more functional areas (e.g., Trust & Safety Operations, Operations, Quantitative Research, Analytics, Data Science, Product Management)
Excel in business and technical skills, understanding Trust program needs, proposing creative solutions, leading projects to meet deadlines with outstanding results
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
Solid understanding of technical solutions used in marketplaces and ecommerce platforms and familiarity with system architecture and APIs
Deep data expertise with the ability to find the trends and implications within data to advise sound decisions
Relentless execution, resourcefulness, and track record of delivering results in challenging situations
Experience communicating insights through data with senior-level executives
Prior experience building and leading teams of 5+ team members
Prior experience working as a part of or closely with a Trust and Safety organization
Proven experience leading the delivery of large-scale programs (i.e., multi $B), experiences, and products from roadmap to delivery as well as leading elements related to full-funnel and end-to-end user journeys
Strong customer and stakeholder empathy
Creative problem-solving skills

Responsibilities

Guide the Execution of Trust Programs: Lead across teams to achieve end-to-end customer and product needs, architect test strategies and drive go-to-market
Manage the Operations: Implement strategic, operational, and data-driven approaches to gain support from various parties for balanced solutions that may challenge current strategies and timelines. and influence leaders across the Trust organization, building culture, establishing standards, and achieving goals
Develop Mechanisms: Strengthen and lead the Operations function for Trust, enhancing assessment, monitoring, testing and goal setting standards and execution excellence. Build sustainable mechanisms to report results and escalate issues to internal partners and stakeholders
Collaborate: Drive strong partnership with key stakeholders across the organization. Partner with Trust leaders to understand strategic initiatives, lead end-to-end solution innovation across the organization, ensuring partner teams are following strategic and operational best practices
Champion Experience Improvements: Champion experience improvements, share best practices and promote operating standards across the Trust organization
Be Accountable: Define business objectives and measure progress in achieving results; demonstrate strong commitment towards goals and driving complex projects focused on reducing customer contacts, improving cost, quality, customer experience, and delivering bottom line savings