דרושים Policy Manager-trust Safety ב-איביי ב-United States, Salt Lake City

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

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Seller Engagement & Issue Resolution

• Lead the response to escalated seller concerns with empathy, professionalism, and a focus on resolution.

• Bring calm and clarity to emotional or high-tension situations with sellers.

• Act as the voice of eBay Live while quickly building trust and credibility with sellers during critical moments.
  

Project & Incident Management

• Serve as point person for coordinating responses to escalations, involving cross-functional partners as needed.

• Execute existing playbooks while adapting to the nuances of each situation.

• Collaborate closely with engineering, operations, and category teams to drive resolution.

• Provide timely recaps, updates, and insights to stakeholders, including the Category and Leadership teams.

• Identify root causes and recommend improvements to prevent future issues.

• BA/BS degree or equivalent, with 3+ years of relevant ecommerce experience working directly with sellers (ideally in the Collectibles or Fashion space)

• Experience and interest in Live selling formats

• Strong conflict resolution and interpersonal communication skills.

• Proven ability to stay calm and effective in high-pressure or emotionally charged situations.

• A track record of building trust and rapport quickly with external partners or customers.

• Comfort interacting with engineering and operations teams to gather context or implement solutions.

• Willingness to work evenings and weekends to support sellers during off-hours

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

• End-to-end strategy & execution ownership: Develop and implement the seller performance policy strategy. Use seller feedback, data insights, and operational metrics to continuously refine policy frameworks and improve the buyer and seller experience.

• Influence senior leadership: Build and deliver high impact analysis and narratives to secure approval and/or resources from senior Business, Product and Trust leaders.

• Stakeholder management: Establish and maintain relationships with key partners including analytics, product, legal, and customer service teams.

• Seller engagement: Regularly connect with sellers to capture feedback and insights to incorporate into policies and processes.

• Communicate policies: Enhance the way eBay communicates our seller performance policies to sellers, including improving external policy information and seller communication.

• Run the business:

• Experience: 7-10+ years of relevant experience in e-commerce, trust & safety, strategy & operations, management consulting or related field.

• Strategic and Structured Thinking: Ability to define long-term policy strategy while navigating near-term execution. Skilled at simplifying complex issues into actionable insights.

• Operational Excellence: Track record of owning business-critical workflows with high attention to detail, rigor, and accountability.

• Analytical Acumen: Strong analytical and problem-solving skills, with comfort working with data teams to size impact, measure outcomes, and inform decisions.

• Influence and Communication: Exceptional communication skills with experience addressing senior leaders and influencing cross-functional partners.

• Customer Centricity: Deep appreciation for seller needs and behaviors, with a strong belief in designing fair, transparent, and empowering policies.

• Collaboration and Adaptability:

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

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

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What you will accomplish:

• Strategy Development: Partner with the Live Business Unit, Trust domain experts and cross functional partners to develop end-to-end Trust strategies specifically for the live commerce environment.

• Policy Creation & Enforcement: Create and enforce policies related to user conduct, transactions and post transaction experiences on the platform. Identify and monitor potential risks within the live commerce ecosystem. Enhance standard operating procedures to ensure policy compliance and operational efficiency.

• Performance monitoring: Establish and track key performance indicators (KPIs) providing regular updates and actionable insights to leadership. Conduct data-driven analysis to identify trends and areas for improvement.

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

What you will bring:

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

• Analytical and Problem-Solving Skills: Ability to analyze and size complex 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 mindset with a track record of identifying inefficiencies and implementing innovative process enhancements to increase productivity and drive operational excellence.

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

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

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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 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 enhance returns policy detection and prevention.

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

• Run the Business: Manage the day-to-day functions of the Content Moderation team, including monitoring emerging leakage patterns, investigating urgent or high-priority issues, and minimizing seller friction where possible.

• 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 can invest to improve customer experience and reduce fraud opportunities. Enhance the way eBay communicates our with both buyers and sellers, including improving external policy information and customer messaging.

• Influence Senior Leadership:

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 complex 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 increase productivity and drive operational excellence.

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What you will accomplish:

• End-to-end strategy & execution ownership: Develop and implement the customer review policy strategy.

• Influence senior leadership: Build and deliver high impact analysis and presentations to secure approval and/or resources from senior Business, Product and Trust leaders.

• Stakeholder management: Establish and maintain relationships with key partners including product, legal and tech teams.

• Seller engagement: Regularly connect with sellers to capture feedback and insights to incorporate into policies and processes.

• Communicate policies: Enhance the way eBay communicates our customer review policies to sellers, including improving external policy information and seller communication.

• Run the business:

What you will bring:

• Experience: 7-10+ years of relevant experience in e-commerce, trust & safety, strategy & operations, management consulting or related field.

• Strategic vision and tactical action: Structured thinking with an ability to navigate between high-level strategy and tactical project execution, balancing big-picture vision with near-term priorities.

• Analytical and problem-solving skills: A bility to analyze and size complex situations, identify critical issues, and develop effective solutions in a dynamic business environment. Comfortable working closely with data & analytics teams.

• 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.

• Attention to detail:

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