Manager, Strategy & Ops

eBay•Salt Lake City, UT

2d•$86,800 - $150,100•Remote

About The Position

At eBay, trust isn’t just a principle—it’s 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. Post‑purchase moments are where trust is tested most. Returns, and cancellations are high‑emotion experiences that directly shape customer confidence, seller outcomes, and marketplace health. We’re looking for a Manager, Trust Strategy & Operations to help improve eBay’s post‑purchase 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 post‑purchase experiences for buyers and sellers. You’ll work closely with senior Trust leaders and cross‑functional partners to translate strategy into execution—bringing structure, analysis, and operational rigor to complex policy and experience problems. You’ll work hand‑in‑hand with Product teams to help deliver better post‑purchase experiences—bringing customer insights, policy context, and data to inform decisions and shape what gets built. This is an individual contributor role with high exposure, strong cross‑functional collaboration, and opportunities to grow ownership over time!

Requirements

Proven experience in strategy, operations, product operations, policy, consulting, or a related field; marketplace, trust & safety, risk, or customer experience experience preferred.
Strong analytical and problem-solving skills, including the ability to break down complex problems and partner with Analytics to derive insights.
Experience working on customer-impacting 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 fast-moving 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 Haves

Experience with experimentation, A/B testing, or causal analysis.
Familiarity with marketplace dynamics or post-transaction flows.
Exposure to global or regionally differentiated policies.

Responsibilities

Support the development and evolution of post-purchase 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 post-purchase 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 post-purchase 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 go-to-market and change management efforts, including agent readiness, internal documentation, and external communications.
Prepare clear, concise materials to support leadership reviews, decision-making, and ongoing updates.