Director, Global 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.

About eBay:

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.

About the team and the role:

Fast paced and proactive, eBay's Trust team is dedicated to making eBay a safe and trusted platform. For eBay, nothing is more meaningful than trust. Most transactions on eBay go perfectly and when things go wrong our buyers and sellers can almost always make things right. In the cases where buyer and sellers cannot work things out, the policies, operations and user experiences that the Trust team runs come into play.

Some of the key Trust policies initiatives that the team is focused on include seller protections, post-purchase experience, our feedback system, the eBay Money Back Guarantee, seller standards and platform communications. We're exceptionally 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 most safe, secure, and trusted marketplace in the world.

As the Director of Global Trust Strategy and Operations, you will lead a global team of expert problem solvers focused on key policies and initiatives like those listed above. Your responsibilities will be to develop talent and continuously improve the team's execution framework. The team partners with Product Management, Analytics, Engineering, Design and Customer Support to identify areas of opportunity, create strategies, build solutions and lead go-to-market efforts backed by compelling customer value propositions, always balancing the needs of buyers, sellers and the business. Critical to success is growing customer satisfaction, driving customer lifetime value and conducting ongoing experimentation in markets, testing how different approaches and investment levels achieve goals and objectives.

What you will accomplish:

Lead the Team: Lead, develop and empower a team of 5+ Trust leaders, building culture, setting goals, establishing standards and achieving outcomes.

Solve Complex Problems: Work through the unique challenges of leading a broad array of policy areas and related experiences. Be responsible for the end-to-end strategy and operations of scaled workflows to carry out eBay's policies efficiently. Take ownership of any major blocker to the company's success. Priority outcomes include customer experience, improving quality, policy adherence, automation, and delivering business growth.

Own the Roadmap: Develop roadmaps to achieve both short-term and long-term customer and business outcomes. Define both product requirements and standards and serve as the single-threaded-leader (and coach your team members to do the same) to rapidly bring the roadmap to market. Create the case for change through data, analysis of financial and operational metrics and competitive benchmarking.

Collaborate and Represent Trust Across the Organization: Apply strategic, operational and analytics best practices to secure agreement from multiple partners for long-term solutions that might challenge existing plans and roadmaps.

Develop Mechanisms: Strengthen and enhance assessment, monitoring, testing and goal setting standards and execution excellence. Build sustainable mechanisms to report results and advance issues to internal partners and stakeholders

What you bring

• A leader who:

• Brings experience with online and marketplace retail environments

• Inspires a high performing team, delivering results at eBay's scale

• Sets daring personal and team goals

• Is a strategic leader with vision and a creative problem solver

• Builds and sustains strong partnerships

• Communicates clearly, effectively, and proactively with exceptional listening, written and verbal communication skills

• Aligns executive audiences and the company more broadly to Trust strategy and plans

• Quickly and proactively resolves issues

• Uses data adeptly to build persuasive arguments

• Sees the system, e.g., understands end-to-end Trust experiences, Buyer and Seller needs and eBay business growth objectives

• Acts with integrity

Minimum Qualifications:

• BA/BS with 15+ years of experience in Trust & Safety or relevant product management, management consulting or process improvement

• 10+ years of experience delivering global operations in ecommerce and marketplaces

• 5+ years leading and developing teams of 5+ direct reports

• Experience building and presenting strategies, insights and operational results through data with senior-level executives

• Experience leading large-scale programs (i.e., multi $B), experiences, and products from roadmap to delivery, with expertise in full-funnel and end-to-end user journeys

• Experience successfully leading complex solutions while managing ambiguity and minimizing uncertainty through quantitative insights

• 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

The pay range for this position at commencement of employment in California, Washington, or New York is expected in the range below.

$160,400 - $254,100

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.

Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with 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, 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.

Jobs posted with location as "Remote

• United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico.

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