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Senior Manager, Trust Strategy & Operations – Cancel Transaction Policy & Experience

About the team

At eBay, trust isn’t just a principle—it’s the engine that keeps our marketplace moving. Every day, millions of buyers and sellers count on us to make transactions seamless and to step in quickly when things go sideways. The Trust team leads that charge, shaping the policies and experiences that protect our community and keep our marketplace fair, transparent, and resilient.

Order cancellations sit at the heart of that mission. They’re high‑visibility, high‑emotion moments where clarity, speed, and protection matter most. How we handle cancellations—who can cancel, when, what happens next, and how we prevent abuse—directly shapes customer confidence and marketplace health.

About the role

We’re looking for a Senior Manager, Trust Strategy & Operations to own the strategy and policies for Cancel Transaction across eBay. This role will play a critical role in shaping the member experience post-transaction—driving clarity on customer needs, influencing product direction, and ensuring cancellation experiences reflect our trust principles.

You will combine structured strategy work, deep data analysis, and hands-on execution to design cancellation policies that are simple, fair, and scalable. You’ll partner closely with Product, Design, Analytics, Customer Support, Legal, and regional teams to ship experiences that reduce friction, limit abuse, and strengthen customer trust.

This role will be the go-to leader for everything related to cancellations at eBay, working through deep cross-functional partnerships and operating with significant visibility to senior leadership.

What you’ll do

• Own and evolve Cancel Transaction policy and define the long-term strategy and roadmap for cancellations across formats and geographies.
   

• Partner with Product, Design, and Customer Support to drive a clear, fair, and trusted cancellation experience.
   

• Measure what matters: define success metrics and work with analysts to build the reporting needed to track them.
   

• Run experiments and pilots to test new policies and experiences—framing hypotheses, understanding impact, and translating results into clear recommendations.
   

• Own key cross-functional forums for the Cancel Transaction domain (e.g., roadmap reviews, experiment readouts, risk reviews) and drive alignment across Product, Legal, Finance, Customer Support, and regional partners.
   

• Support go-to-market and change management for policy and product changes, including agent readiness, external seller/buyer communications, and rollout strategy.
   

• Provide executive-ready narratives that clearly explain trade-offs, recommended choices, and financial/customer impact—often under time pressure and with incomplete data.

What you’ll bring

• 7–10+ years of experience in strategy, operations, product operations, policy, consulting, or a related field; marketplace, payments, risk, or trust & safety experience strongly preferred.
   

• Proven track record of owning a complex domain end‑to‑end—defining vision and roadmap, shipping solutions, and demonstrating measurable impact.
   

• Strong analytical and problem‑solving skills: comfortable partnering with Analytics to size opportunities, interpret experiment results, and build data‑driven recommendations; experience with SQL or similar tools.
   

• Experience with customer-impacting policy design, ideally including dispute resolution, cancellations, returns, or fraud/abuse mitigation.
   

• Ability to balance customer empathy with business impact, navigating nuanced trade‑offs between buyer and seller needs, short‑term metrics, and long‑term trust.
   

• Excellent communication and storytelling skills, with experience influencing senior leaders and driving decisions across cross‑functional teams.
   

• Proven ability to lead through ambiguity, set structure where it doesn’t exist, and maintain momentum across multiple workstreams.

The applicable base pay range for this position is dependent on work location. The base pay range in the San Francisco Bay Area, New York City Metro and Seattle Metro is expected in the range below:

The base pay range for all other U.S. work locations 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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