Director, Trust, Post-Purchase Exp & Ops

Director, Trust, Post-Purchase Exp & Ops

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Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

Position Summary:

Fast moving, mission driven, and relentlessly focused on impact, eBay’s Trust team ensures every interaction between millions of buyers and sellers is safe, fair, and reliable. We’re redefining what trust means in a dynamic marketplace, delivering experiences that inspire confidence and empower economic opportunity for everyone. Our Trust team of policy, strategy and operations experts ensure expectations for both buyers and sellers are clear, easy to follow and judiciously run. It sounds simple, but at eBay’s scale and speed it’s anything but!

As the Director of Trust Strategy and Operations for Post-Purchase Experiences, you are a skilled and accomplished leader, demonstrating excellence in strategy, execution, and operations. You will define and lead the strategy and vision for how a diverse set of post-purchase policy areas, including cancellations, returns, and missing items, individually and collectively create a cohesive, predictable, and fair framework that balances protections and accountability for all. You will also lead the reimagination of how buyers and sellers navigate through experiences where their activity many have been temporarily restricted. You will lead cross-functional execution by partnering closely with internal teams, representing both buyers and sellers, and driving measurable marketplace results. Finally, you will be responsible for the operational mechanisms and continuous improvement that ensure these critical programs perform seamlessly day-to-day. This role is pivotal as eBay accelerates into a new era of growth powered by innovative experiences like live shopping and item authentication.

The Trust team sits at the heart of this evolution, and the mission is to make every connection safe, seamless, and worthy of confidence. But that’s not all! You will also play a key role in consistently improving the Trust entity's execution framework, processes, systems, and data. You will partner with Product Management, Analytics, Engineering, Design and Customer Support to identify areas of opportunity, size impacts and drive new strategies and operational plans. You will use predictive methods to advise market level decisions and ensure solutions meet the stated goals and objectives and account for changing market and economic conditions. You will develop the comprehensive framework and operational plan to improve measurable outcomes and expand the areas of focus within the Trust organization. Lastly, you will ensure that the needs of our international teams are well represented.

What You’ll Do:

Guide the Execution of Trust Programs: Lead across teams to achieve end-to-end customer and product needs, architect test strategies and drive go-to-market

Manage the Operations: Implement strategic, operational, and data-driven approaches to gain support from various parties for balanced solutions that may challenge current strategies and timelines. and influence leaders across the Trust organization, building culture, establishing standards, and achieving goals

Develop Mechanisms: Strengthen and lead the Operations function for Trust, enhancing assessment, monitoring, testing and goal setting standards and execution excellence. Build sustainable mechanisms to report results and escalate issues to internal partners and stakeholders

Collaborate: Drive strong partnership with key stakeholders across the organization. Partner with Trust leaders to understand strategic initiatives, lead end-to-end solution innovation across the organization, ensuring partner teams are following strategic and operational best practices

Champion Experience Improvements: Champion experience improvements, share best practices and promote operating standards across the Trust organization

Be Accountable: Define business objectives and measure progress in achieving results; demonstrate strong commitment towards goals and driving complex projects focused on reducing customer contacts, improving cost, quality, customer experience, and delivering bottom line savings

Who You Are - A Proven Leader Who:

• Is a strategic leader with a point of view
• Sees the system, e.g., understands end to end Trust experiences, Buyer and Seller needs and eBay platform technical architecture
• Understands the practical applications of analytics, design, and research and how all fit into building new processes and deploying new technologies
• Inspires a high performing team, delivering results at eBay’s scale
• Sets aggressive personal and team goals
• Takes ownership and delivers results
• Builds and sustains strong partnerships
• Communicates clearly, effectively, and proactively with exceptional listening, written and verbal communication skills
• Is comfortable presenting to executives, business, and engineering alike
• Leverages data effectively
• Quickly and proactively resolves issues
• Acts with integrity
• Brings experience with online and marketplace retail environments

Minimum Qualifications:

• BA/BS degree, with 12+ years of proven experience within two or more functional areas (e.g., Trust & Safety Operations, Operations, Quantitative Research, Analytics, Data Science, Product Management)
• Excel in business and technical skills, understanding Trust program needs, proposing creative solutions, leading projects to meet deadlines with outstanding results
• Experience acting as the voice of the customer and channeling many points of view, synthesizing them to drive alignment even in times of friction or disagreement
• Solid understanding of technical solutions used in marketplaces and ecommerce platforms and familiarity with system architecture and APIs
• Deep data expertise with the ability to find the trends and implications within data to advise sound decisions
• Relentless execution, resourcefulness, and track record of delivering results in challenging situations
• Experience communicating insights through data with senior-level executives
• Prior experience building and leading teams of 5+ team members
• Prior experience working as a part of or closely with a Trust and Safety organization
• Proven experience leading the delivery of large-scale programs (i.e., multi $B), experiences, and products from roadmap to delivery as well as leading elements related to full-funnel and end-to-end user journeys

• Strong customer and stakeholder empathy
• Creative problem-solving skills

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

$190,400 - $254,200

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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