Sr Mgr, Trust Strategy and Ops eBay Live

eBay • San Jose, CA

285d • $162,000 - $216,300

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 $73B of merchandise is sold on eBay every year and eBay continues to win awards for our actions in the areas of 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. eBay is the Trust handshake between our buyers and sellers. 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 work things out, the policies, operations and user experiences that the Trust team manages come into play. Key areas of focus of the Trust team include seller protections, the post-purchase experience, customer reviews, the eBay Money Back Guarantee, seller performance 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 the Head of Trust Strategy and Operations for eBay Live, you'll shape critical policies and strategies for eBay's innovative live-video commerce platform, where buyers and sellers connect, interact, and transact in real-time. Partnering closely with Product, Analytics, Engineering, Design, Customer Support, and the Live Business Unit, you'll find opportunities, launch impactful solutions, and deliver compelling customer experiences. Your work will directly build trust, drive customer loyalty, encourage innovation, and ensure safer, more satisfying buying and selling experiences—helping define the next chapter of commerce at eBay.

Requirements

• BA/BS with 8+ years relevant experience in Trust & Safety or relevant product management, management consulting or process improvement.
• Experience delivering global operations in ecommerce and marketplaces; experience in Live shopping or social commerce a plus.
• Experience leading cross functional teams.
• Experience presenting strategies, insights and operational results through data with senior-level executives.
• Experience owning the delivery of large-scale programs (e.g., $100M+), experiences, and products from roadmap to delivery.
• Experience successfully leading complex solutions that require optimizing across multiple partners.
• Experience managing ambiguity and minimizing uncertainty through quantitative and qualitative insights.
• Experience acting as the voice of the customer and channeling many points of view.

Responsibilities

• Solve Complex Problems: Work through the unique challenges of managing a broad array of policy areas and related experiences.
• Own the end-to-end strategy and operations of scaled workflows to enforce eBay's policies efficiently.
• Take ownership of any major blocker to the company's success.
• Develop roadmaps to achieve both short-term and long-term customer and business outcomes.
• Define both product requirements and standards and serve as the single-threaded-leader to rapidly bring the roadmap to market.
• Create the case for change through data, analysis of financial and operational metrics and competitive benchmarking.
• Apply strategic, operational and analytics best practices to secure buy-in from multiple partners for long-term solutions.
• Drive strong partnerships and influence key stakeholders across the organization.
• Strengthen and enhance assessment, monitoring, testing and goal setting standards and execution excellence.
• Build sustainable mechanisms to report results and escalate issues to internal partners.

Benefits

• 401(k) eligibility
• various paid time off benefits, such as PTO and parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: Bachelor's degree