Manager, Trust Strategy & Ops eBay Live

eBay • Salt Lake City, UT

272d • $84,800 - $120,700

About The Position

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 Manager, Trust Strategy and Operations for eBay Live, you'll help 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 identify 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.

Requirements

• 3-5 years of relevant experience in trust & safety, strategy & operations, strategic program management, or related field.
• Experience in Live shopping or social commerce is a plus.
• Ability to analyze and size complex data, identify critical issues, and develop effective solutions in a dynamic business environment.
• Experience with SQL is a plus.
• Meticulous attention to detail with exceptional organizational skills.
• A continuous improvement mindset with a track record of identifying inefficiencies and implementing innovative process enhancements.
• Excellent verbal and written communication skills.

Responsibilities

• Partner with the Live Business Unit, Trust domain experts and cross functional partners to develop end-to-end Trust strategies specifically for the live commerce environment.
• Create and enforce policies related to user conduct, transactions and post transaction experiences on the platform.
• Identify and monitor potential risks within the live commerce ecosystem.
• Enhance standard operating procedures to ensure policy compliance and operational efficiency.
• Establish and track key performance indicators (KPIs) providing regular updates and actionable insights to leadership.
• Conduct data-driven analysis to identify trends and areas for improvement.
• Build and deliver high impact analysis and presentations to secure approval and/or resources from senior Business, Product and Risk leaders.

Benefits

• 401(k) eligibility
• various paid time off benefits, such as PTO and parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers