Senior Manager, Trust Strategy & Ops

eBay•Salt Lake City, UT

2d•$103,600 - $177,800•Remote

About The Position

At eBay, Trust is foundational to the success of our global marketplace. eBay’s Trust team is fast-paced, proactive, and critical to delivering a safe and rewarding experience for buyers and sellers alike. As ecommerce grows more sophisticated, the Trust organization ensures we build fair, scalable, and data-driven policies that protect our customers and our platform! We are looking for a Senior Manager, Trust Strategy & Operations to lead the strategy for Seller Performance framework — an area central to building trust and marketplace quality. Along with being responsible for the existing framework, this role will support eBay Live's goal to scale supply by effectively incorporating the real-time nature of live commerce experiences into the framework. This is critical to the trust value proposition of eBay Live to buyers and sellers! This individual will drive end-to-end policy building, partner engagement, and execution oversight, including the development and expansion of standards tailored for live selling environments.

Requirements

7–10+ years in trust & safety, policy strategy, marketplace operations, or relevant fields in e-commerce or tech.
Policy Design: Experience developing or evolving user-impacting policies, with a strong understanding of risk tradeoffs and fairness principles, including in emerging or real-time commerce environments.
Leadership: Direct Management and cross functional leadership experience working on complex problems at scale.
Operational Strength: Proven ability to own complex workflows, systems, or programs with attention to detail and scalability.
Strategic Acuity: Strong critical thinking skills with the ability to connect policy direction to company goals and user needs, including new business models like Live.
Analytical Fluency: Comfort working with data partners to evaluate impact, diagnose issues, and guide prioritization.
Influence & Communication: Excellent communication skills with the ability to shape stakeholder decisions through structured analysis and storytelling.
Customer Empathy: A deep respect for both buyer protection and seller empowerment, with a belief in fair, transparent policy design.
Growth Orientation: Excitement about building a high-performing team over time and helping shape the future of trust at eBay, including scaling trust in live commerce.

Responsibilities

Lead Seller Standards Policy Strategy: Define and evolve policy frameworks that govern seller performance evaluation and Live seller standards, ensuring they are fair, data-informed, and scalable across regions and selling formats.
Use performance data, customer research, and competitive benchmarks to identify areas for improvement, simplification, or innovation, including emerging needs in live commerce.
Serve as the primary owner of policy changes, from idea to cross-functional buy-in to launch execution, including new standards and enforcement approaches for Live.
Drive the launch and continuous expansion of Seller Standards for Live, establishing clear success metrics, enforcement mechanisms, and feedback loops to iterate quickly.
Engage and Influence Across the Org: Act as the central point of contact for Seller Standards Policy across Trust, Legal, Analytics, Product, and Customer Service teams.
Build clear, compelling narratives that influence senior leaders and help drive alignment on trade-offs and priorities, particularly for new and evolving Live experiences.
Provide input into related initiatives like enforcement strategies, transparency mechanisms, and seller communication standards, including those specific to live selling.
Center the Customer: Champion policies that balance the needs of buyers and sellers, ensuring we foster a vibrant and fair marketplace across both traditional and live formats.
Regularly connect with sellers and conduct listening efforts to validate policy direction and identify pain points, including those unique to Live sellers.
Partner with comms teams to improve clarity, tone, and consistency in how we explain seller performance policies and Live standards.
Team management & leadership: Lead a team of 2-3 strategy and operations experts.
Define future team structure and hiring needs in partnership with leadership.
Serve as a mentor and strategic thought partner to peers and junior colleagues, fostering a high-performing, inclusive culture as the team grows.