Program 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.

About the team and the role: 

At eBay, Trust is a critical global function tasked with ensuring the safety of the millions of buyers and sellers on the eBay marketplace. This includes developing outstanding detection & prevention systems and protection policies to shield customers from bad experiences. eBay’s Trust team is fast-paced, dynamic, and proactive, and has set company-wide goals to create optimal changes that provide a safer, more trusted experience for users of eBay!

In this role, you will be part of the Post-Transaction Abuse Policy team. This team crafts and uphold policies that protect our sellers from the experience of bad acting buyers, which includes detection and prevention of scams, return policy violations and any form of virtual shoplifting. You’ll take a data-driven approach to identifying policy gaps, opportunities, and vectors of potential buyer abuse. You’ll partner closely with key stakeholders and represent the interests of the Post-Transaction Abuse team for new initiatives, programs, and products!

What you will accomplish:

• Risk Assessment, Monitoring, & Mitigation: Develop and implement strategies to improve returns fraud detection and prevention. 

• Stakeholder Management:Partner with data science, product, customer support, and third parties to develop end-to-end solutions that will optimally detect and prevent emerging threats. 

• Run the Business: Manage the day-to-day functions of the Post-Transaction Abuse team, including supervising emerging threats, investigating urgent or high-priority issues, and managing policy calibrations.

• Process Optimization: Enhance standard operating procedures to ensure policy compliance and operational efficiency.

• Policy Improvement:Refine our policies to minimize the potential for abuse and identify strategic areas where eBay will invest to protect sellers from abuse. Enhance the way eBay communicates our Abusive Buyer policy to both buyers and sellers, including improving external policy information and customer messaging.

• Influence Senior Leadership: Build and deliver high impact analysis and presentations to secure approval and/or resources from senior Business, Product and Risk and Protections leaders.

What you will bring:

• Experience: 3-5 years of relevant experience in trust & safety, strategy & operations, strategic program management, or related field. 

• Analytical and Problem-Solving Skills: Ability to analyze and size comprehensive data, identify critical issues, and develop effective solutions in a dynamic business environment. Experience with SQL is a plus.

• Attention to Detail: Meticulous attention to detail with exceptional organizational skills, ensuring accurate policy application, a full understanding of end-to-end business impacts, and efficient management of run-the-business workflows.

• Process Improvement: A continuous improvement approach with a track record of identifying inefficiencies and implementing innovative process enhancements to drive operational excellence.

• Strong Communication and Interpersonal Abilities: Excellent verbal and written communication skills, with the ability to clearly convey policy changes and decisions, as well as collaborate with various partners. 

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