Senior Manager, Strategy & Ops

eBay•Salt Lake City, UT

4d•$101,200 - $188,000

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. Senior Manager, Trust Strategy & Operations - Cancel Transaction Policy & Experience About the team 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. Order cancellations sit at the heart of that mission. They're high‑visibility, high‑emotion moments where clarity, speed, and protection matter most. How we handle cancellations—who can cancel, when, what happens next, and how we prevent abuse—directly shapes customer confidence and marketplace health. About the role We're looking for a Senior Manager, Trust Strategy & Operations to own the strategy and policies for Cancel Transaction across eBay. This role will play a critical role in shaping the member experience post-transaction—driving clarity on customer needs, influencing product direction, and ensuring cancellation experiences reflect our trust principles. You will combine structured strategy work, deep data analysis, and hands-on execution to design cancellation policies that are simple, fair, and scalable. You'll partner closely with Product, Design, Analytics, Customer Support, Legal, and regional teams to ship experiences that reduce friction, limit abuse, and strengthen customer trust. This role will be the go-to leader for everything related to cancellations at eBay, working through deep cross-functional partnerships and operating with significant visibility to senior leadership.

Requirements

7-10+ years of experience in strategy, operations, product operations, policy, consulting, or a related field; marketplace, payments, risk, or trust & safety experience strongly preferred.
Proven track record of owning a complex domain end‑to-end—defining vision and roadmap, shipping solutions, and demonstrating measurable impact.
Strong analytical and problem‑solving skills: comfortable partnering with Analytics to size opportunities, interpret experiment results, and build data‑driven recommendations; experience with SQL or similar tools.
Experience with customer-impacting policy design, ideally including dispute resolution, cancellations, returns, or fraud/abuse mitigation.
Ability to balance customer empathy with business impact, navigating nuanced trade‑offs between buyer and seller needs, short‑term metrics, and long‑term trust.
Excellent communication and storytelling skills, with experience influencing senior leaders and driving decisions across cross‑functional teams.
Proven ability to lead through ambiguity, set structure where it doesn't exist, and maintain momentum across multiple workstreams.

Responsibilities

Own and evolve Cancel Transaction policy and define the long-term strategy and roadmap for cancellations across formats and geographies.
Partner with Product, Design, and Customer Support to drive a clear, fair, and trusted cancellation experience.
Measure what matters: define success metrics and work with analysts to build the reporting needed to track them.
Run experiments and pilots to test new policies and experiences—framing hypotheses, understanding impact, and translating results into clear recommendations.
Own key cross-functional forums for the Cancel Transaction domain (e.g., roadmap reviews, experiment readouts, risk reviews) and drive alignment across Product, Legal, Finance, Customer Support, and regional partners.
Support go-to-market and change management for policy and product changes, including agent readiness, external seller/buyer communications, and rollout strategy.
Provide executive-ready narratives that clearly explain trade-offs, recommended choices, and financial/customer impact—often under time pressure and with incomplete data.

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