Senior Manager, Trust Strategy & Ops

eBay•Toronto, ON

2d•CA$121,200 - CA$161,800

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 $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 will play a critical role in scaling eBay Live as the most trusted live commerce platform! You will stand up and drive business operations across Trust, Platform Governance & Compliance, Risk, and Global Regulatory, establishing business operations cadences and ensuring execution progress against shared priorities. You will also lead critical Trust initiatives from initial planning through to execution in partnership with Product Management, Category, Legal, Analytics, Customer Experience, and other cross-functional partners! This role is ideal for a structured, high-ownership operator who can bring clarity to ambiguity, move work forward across distributed teams, and translate complex trust, policy, regulatory, and customer experience challenges into practical operating plans and durable solutions.

Requirements

7–10+ years of relevant experience in eCommerce, trust and safety, strategy and operations, management consulting, or a related field
Ability to define long-term policy strategy while managing near-term execution; skilled at simplifying complex issues into actionable insights
A strong track record of driving complex, cross-functional initiatives across multiple teams with distributed ownership
Strong analytical and problem-solving skills, with comfort working with data teams to size impact, measure outcomes, and advise decisions
Exceptional communication skills with experience addressing senior leaders and influencing cross-functional partners
Deep appreciation for buyer & seller needs and behaviors, with a strong belief in designing fair, transparent, and practical policies and product experience
High EQ and cross-functional fluency, with a collaborative approach and ability to navigate ambiguity; comfortable being responsible for outcomes a distributed set of teams drives

Responsibilities

Lead cross-functional business operations for Trust & Safety teams
Own and improve the operating cadence across Trust, Platform Governance, oversight, risk management, and international regulatory affairs for eBay Live
Drive shared leadership updates, business reviews, and cross-functional forums, ensuring crisp narratives, clear decisions, documented action items, and follow-through
Build mechanisms to track progress, surface blockers, manage dependencies, and advance trade-offs to senior leaders at the right time
Bring structure to ambiguous or fragmented work, ensuring teams have shared definitions of success, clear ownership, and a practical path to delivery
Own high-priority Trust projects from strategy to execution
Lead end-to-end Trust initiatives for eBay Live, from problem definition and strategy development through to testing, launch, and iteration
Partner across Product Management, Category, Analytics, Customer Experience, Legal, and Policy to design and implement trust experiences that keep buyers and sellers safe on eBay Live
Identify policy gaps, operational risks, and emerging trust issues across eBay Live, and develop recommendations that balance customer experience, seller success, marketplace integrity, and regulatory obligations
Translate strategic priorities into concrete project plans, achievements, decision points, metrics, and operating processes
Ensure launches are execution-ready, with clear policy fit, comms strategy, operational workflows, measurement plans, and post-launch monitoring
Partner closely with senior business and product leaders to build and complete the eBay Live trust roadmap
Develop high-impact analyses and presentations to influence the trust strategy for eBay Live
Develop high-quality written materials, leadership updates, strategy documents, operating reviews, and decision memos
Synthesize input from multiple organizations into clear narratives that help leaders understand progress, risks, trade-offs, and recommended actions
Regularly connect with sellers to capture feedback and insights and incorporate them into policies and processes