Senior Manager, Trust Strategy & Ops

eBay • San Jose, CA

11d

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 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 $73 billion in merchandise is sold on eBay every year, and eBay continues to win awards for our efforts in 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. Trust is the foundation of every interaction between our buyers and sellers — and nowhere is this more essential than in the fast-evolving world of eBay Live, our rapidly scaling live video commerce platform where people connect, interact, and transact in real time. 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 resolve issues, the policies, operations, and user experiences that the Trust team manages come into play. Key areas of focus for the Trust team include seller protections, the post-purchase experience, customer reviews, the eBay Money Back Guarantee, seller performance, content moderation 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 Senior Manager, Trust Strategy & Operations for eBay Live, you’ll define and execute the strategic frameworks that keep our live commerce environment safe, fair, and fun. You’ll partner across Policy, Product, Analytics, Customer Experience, Legal, and the Live Business Unit to harmonize community, risk and compliance, and selling policy enforcement. Your work will play a key role in scaling our live commerce platform and ensuring that every live viewing, buying, and selling experience is grounded in integrity, confidence, and community.

Requirements

• Experience: 7–10+ years of relevant experience in eCommerce, trust and safety, strategy and operations, management consulting, or a related field
• Strategic and Structured Thinking: Ability to define long-term policy strategy while managing near-term execution; skilled at simplifying complex issues into actionable insights
• Operational Excellence: Proven track record of owning business-critical workflows with high attention to detail, rigor, and accountability
• Analytical Acumen: Strong analytical and problem-solving skills, with comfort working with data teams to size impact, measure outcomes, and inform decisions
• Influence and Communication: Exceptional communication skills with experience addressing senior leaders and influencing cross-functional partners
• Customer Centricity: Deep appreciation for seller needs and behaviors, with a strong belief in designing fair, transparent, and empowering policies
• Collaboration and Adaptability: High EQ and cross-functional fluency, with a collaborative approach and ability to navigate ambiguity

Responsibilities

• Strategy & Policy Development Define eBay Live’s trust and policy strategy, harmonizing standards across community guidelines, buying and selling policies, and enforcement mechanisms
• Own vendor strategy and performance to drive effective, scalable moderation and policy enforcement across all Live surfaces
• Identify policy gaps, emerging risk vectors, and operational opportunities to enhance the safety and fairness of the Live ecosystem
• Go-to-Market Ownership Lead the articulation of eBay Live’s evolving trust value proposition to both buyers and sellers.
• Partner with Product Marketing to integrate trust messaging into go-to-market plans and product launches, and develop recurring customer-facing trust updates
• Drive alignment on how trust experiences are showcased across Live, ensuring they reinforce our mission to inspire confidence in every transaction
• Cross-Functional Leadership Partner closely with senior business and product leaders to build and execute on the eBay Live trust roadmap
• Develop high-impact analyses and presentations to influence the trust strategy for eBay Live
• Regularly connect with sellers to capture feedback and insights and incorporate them into policies and processes

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).
• Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed