Manager, Trust Strategy & Ops, eBay Live

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 $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 Manager, Trust Strategy & Operations, eBay Live, you’ll own the learning agenda and strategic insights that will help shape our Trust priorities for eBay Live. Partnering closely with Analytics, Product, Design, Consumer Insights, Customer Support, and the Live Business Unit, you'll play a key role in evolving our trust value proposition for both buyers and sellers on our platform. 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.

What you will accomplish:

• Trust Strategy Development: Support the Live Business Unit, Trust domain experts, and cross functional partners to develop and execute end-to-end Trust strategies specifically for the live commerce environment

• Insights Leadership: Partner with User Experience Research, Consumer Insights, Analytics, and other teams to develop a deep learning agenda and insights to inform strategy across our trust priorities for eBay Live

• Performance Monitoring: Own performance monitoring across our trust priorities, partnering with Analytics to establish and track key metrics for each pillar of our trust strategy. Provide regular updates and actionable insights to leadership. Conduct analysis and generate insights that inform product strategy development

• Influence Senior and Cross Functional Leadership: Build and deliver high impact analysis, presentations and business cases to secure approval and/or resources from senior Business, Product and Risk leaders

What you will bring:

• Experience: 3-5 years of relevant experience in trust & safety, strategy & operations, strategic program management, or related field. Experience in Live shopping or social commerce a plus

• Analytical and Problem-Solving Skills: Ability to analyze and size complex data, identify critical issues, and develop effective solutions in a dynamic business environment. Experience with SQL is a plus

• Attention to Detail: Meticulous attention to detail with exceptional organizational skills, ensuring accurate policy application, a full understanding of end-to-end business impacts, and efficient management of run-the-business workflows

• Process Improvement: A continuous improvement mindset with a track record of identifying inefficiencies and implementing innovative process enhancements to increase productivity and drive operational excellence

• Strong Communication and Interpersonal Abilities: Excellent verbal and written communication skills, with the aptitude to clearly convey policy changes and decisions, as well as collaborate with various stakeholders

The base pay range for this position is expected in the range below:

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. 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.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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