Senior Manager, Trust Strategy & Ops

eBay Inc.•Salt Lake City, UT

28d

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. At eBay, trust is at the heart of everything we do. Our buyers and sellers rely on us to step in when something doesn't go as planned-and how we handle those moments can make or break long-term loyalty. We're looking for a Senior Manager, Trust Strategy & Operations to help lead one of the most impactful areas of our business: the policies behind eBay's Money Back Guarantee (eMBG) which ensures that buyers get the item they ordered or their money back. This role focuses on how we protect and support customers when things go wrong after a transaction-and how we improve those experiences through thoughtful strategy, data-driven decision making, and cross-functional leadership.

Requirements

7-10+ years of experience in strategy, operations, finance or policy roles with exposure to budget ownership and cross-functional work.
Strong analytical thinking and comfort working with data teams to evaluate impact and ROI along with the willingness to dive deep into complex policy details to uncover insights..
Ability to balance customer empathy with business impact-you can weigh trade-offs and make smart decisions.
Excellent storytelling and communication skills, especially with senior stakeholders.
A bias for collaboration and experimentation
Experience developing or evolving user-impacting policies, with a strong understanding of risk tradeoffs and fairness principles.

Responsibilities

Own and evolve eMBG protection policies to make sure they work for both buyers and sellers.
Measure what matters, use customer feedback, AI tools, and data to understand what's working, what's not, and where we can improve. Help design and lead experiments to evaluate new customer experiences or policy changes.
Turn policy into a measurable lever for customer satisfaction directly attributing customer satisfaction to your work
Take responsibility for budget strategy and oversight, ensuring we're investing our budget wisely to improve customer outcomes.
Work closely with teams across Product, Customer Support, Analytics, Finance and Legal to launch changes, test ideas, and solve customer problems.
Communicate clearly with executive leaders, advocating for changes that improve trust-even when they come with a cost.
Create clear, data-backed narratives for executive stakeholders, driving decisions that improve customer trust-often with budget implications.