Director, Trust, Post-Purchase Exp & Ops

Director Of Trust Strategy And Operations For Post-Purchase Experiences

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 :

Minimum Qualifications :

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.