Senior Manager, Trust Strategy & Ops

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, 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 teams manage come into play.  Key areas of focus 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 Senior Manager of Trust Strategy & Operations, you will lead cross-organizational alignment across Trust, Risk, Compliance/Legal, Regulatory, Product, and Analytics to keep eBay safe, trusted, and compliant while improving the end-to-end buyer and seller experience. You’ll do this by aligning decision-makers early, standardizing shared success metrics, surfacing reusable capabilities, and driving high-impact initiatives that drive and protect gross merchandise volume (GMV).

Key Responsibilities

Cross Org Policy Management 

• Ensure Trust, Risk, Compliance, and Regulatory priorities align to a cohesive end-to-end buyer/seller experience.
   

• Identify synergies across product capabilities, policy rules, and workflow operations to reduce redundant friction and improve consistency across enforcement and communications.
   

• Serve as a strategic partner to VP-level leaders by framing tradeoffs, clarifying decision rights, and ensuring market-aware outcomes.
   

End-to-End Execution of High-Impact Initiatives

• Proactively find and size opportunities to reduce GMV breakage from marketplace regulations and/or drive incremental iGMV, linking policy and workflow changes to measurable business outcomes.
   

• Drive 1–2 high-impact initiatives end-to-end from opportunity sizing and alignment through requirements, launch readiness, comms risk mitigation, and post-launch measurement.

• Use data and customer insights to prioritize the highest-leverage opportunities and recommend investment/resourcing shifts when needed.
   

Shared Metrics & Executive Alignment

• Demonstrate the ability to build common metrics and shared reporting across organizations to enable VP alignment and consistent decision-making.
   

• Partner with Central Analytics and functional analytics teams to define metric standards, instrumentation needs, and recurring performance readouts.

Qualifications

Education

• Bachelor’s degree required; advanced degree preferred.
   

Experience

• 7+ years of relevant experience in trust & safety, strategy & operations, policy governance, product/program management, management consulting, risk/compliance operations, or related fields.
   

Core Skills

• Executive governance & alignment: ability to drive cross-org alignment at VP/Director levels, clarify decision rights, and build mechanisms that prevent surprises and escalations.
   

• Strong analytical rigor: comfortable writing queries (SQL or similar), sizing opportunities, and translating analysis into decisions and business cases.
   

• Metric design & standardization: proven ability to establish shared metrics across multiple teams and ensure adoption through recurring operating rhythms.
   

• Program leadership: experienced leading cross-functional teams and delivering complex, high-impact initiatives.
   

• Communication excellence: strong written and verbal skills; can distill complexity into crisp narratives and facilitate senior forums effectively.
   

• Systems thinking: able to connect policy, product, operations, and regulatory constraints into a cohesive end-to-end experience

Who You Are

• A relationship builder who can align and create excitement for different organizations to partner 

• A builder of mechanisms you create lightweight, repeatable operating rhythms that improve decision quality and prevent last-minute escalations.
   

• A business-minded operator who sees opportunities to reduce GMV breakage and unlock iGMV through better policy experiences.
   

• An executive communicator who can influence VP-level stakeholders through data, narrative clarity, and structured decision-making.
   

• A systems thinker who identifies reusable capabilities across orgs and reduces friction for sellers and buyers.

Join us in shaping the future of commerce at eBay, where trust is the foundation of every transaction.

Additional Details

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 RRSP eligibility, 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.

This job posting relates to an existing vacancy within eBay.

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, 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.

We use cookies to enhance your experience and may use AI tools for administrative tasks in the hiring process. To learn how we handle your personal data and use AI responsibly, please visit our Talent Privacy Notice, Privacy Center, and AI Hiring Guidelines.