Manager, Trust Strategy & Operations

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:

Want to be a part of a team that values passion, innovation, and is driven to make a difference?

At eBay, Trust is a critical global function tasked with ensuring the safety of millions of buyers and sellers on the eBay marketplace. This includes helping customers resolve issues with their transactions, such as not receiving purchases or receiving items that are not as described. The Trust team works with organizations across eBay to identify what customers need to resolve these issues, develop policy and product solutions, and monitor the impact to ensure we drive trust in our marketplace. We are a fast-paced, dynamic, and proactive team with a mission to make transformational changes that provide a safer, more trusted experience for our customers.

This role will focus on policies and experiences related to returns and claims. You’ll partner closely with our Product and Analytics teams to develop strategies and drive improvements. Through data, you’ll generate insights into what really matters to our customers and leverage those insights to make meaningful change.

What you will accomplish:

• In close partnership with our Product teams, driving improvements to our Returns and eBay Money Back Guarantee programs.

• Developing end-to-end strategies that guide our efforts to increase trust in eBay.

• Write queries to pull data and analyze it to size opportunities and understand customer needs.

• Collaborating with partners across the company to develop a comprehensive view of how returns and claims affect the marketplace.

What you will bring:

• Bachelor’s degree (graduate degree preferred) from a major educational institution (required).

• Ability to write queries (SQL) to pull data and use it to make decisions and validate strategies (required).

• 5+ years of relevant experience in e-commerce, trust & safety, or a related field with a proven track record of delivering results.

• Excellent verbal and written communication skills, with the ability to clearly convey policy changes and decisions, as well as collaborate with various stakeholders.

• Bigger picture orientation: end-to-end thinking, seeing beyond the scope of your domain, understanding holistically, balancing impacts and trade-offs.

• Highly organized and able to efficiently manage a portfolio, meet deadlines, and drive execution of deliverables.

• Capacity to ideate creatively and clearly – able to envision the potential for your domain and communicate those opportunities along with strategies to achieve them effectively.

• Understanding of testing methodologies, with the ability to generate informed hypotheses and effectively interpret results.

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