Director, Trust, Post-Purchase Exp & Ops

eBay•San Jose, CA

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. About the team and the role: Fast moving, mission driven, and relentlessly focused on impact, eBay’s Global 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 team of policy, strategy and operations experts ensure expectations for both buyers and sellers are clear, easy to follow and smoothly run across eBay globally. 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 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. You will also play a key role in consistently improving the Trust entity's execution framework, processes, systems, and data, in close partnership with Product Management, Analytics, Engineering, Design and Customer Support. You will harness customer insight, data and AI to shape market level decisions and ensure solutions meet the stated goals and objectives, whilst accounting for changing market and economic conditions. You will develop your straegy and operational plan to improve cusomers’ experiences, and deliver measurable. Lastly, you will ensure that the solutions built are globally applicable and the needs of all markets are well represented.

Requirements

As a senior leader, you will be exemplar at partner engagement and working in a matrixed environment.
With standout communication skills, you will be confident at presenting at executive level and able to keep leaders regularly updated, flexing style and approach where needed.
You will have the ability to lead change and build longer term relationships.
You are a great strategist and problem solver, who is curious and has superb attention to detail.. whilst also not losing sight of the big picture
With strong examples of cross functional collaboration, you are able to influence teams through a pragmatic, inclusive, and partnership driven leadership style
With a consistent track record in leading complex projects, you are able to stay calm under pressure and deliver results.
Throughout your career, there will be strong examples of creating, articulating and implementing high profile programs.
You will have a global, commercial mindset, are data-driven, plus have a passion for our business and DNA.

Nice To Haves

Exposure to either the eBay business or marketplace business is highly advantageous, plus working in a dynamic global environment.

Responsibilities

Lead the Post-purchase experience: Determine our end-to-end post purchase strategy, goals and plan. Lead across teams to deliver end-to-end customer and product experience improvements, architect test strategies and drive go-to-market, engaging with and influencing relevant leaders and teams along the way
Manage the Operations: Monitor post purchase performance globally, using AI. Identify issues, develop solutions and implement them, both short term, and long term. Build processes and systems to make this more efficient
Develop your team: You will have a strong team of managers and individual contributors reporting to you. Work with them on their individual development paths/ needs, and to build a great team together
Collaborate brilliantly: Build strong, trusted partnerships with key partners across the organization. Partner with global leaders to understand critical initiatives, and lead end-to-end solution innovation across the organization

Benefits

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).

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume