eBay
Senior Manager, Trust Strategy & Operations – Cancel Transaction Policy & Experience
At eBay, trust isn’t just a principle—it’s the engine that keeps our marketplace moving. We empower millions of buyers and sellers in more than 190 markets and are committed to creating fair, transparent, and resilient experiences.
About The Role We’re looking for a Senior Manager, Trust Strategy & Operations to own the strategy and policies for Cancel Transaction across eBay. This role will shape the member experience post‑transaction, driving clarity on customer needs, influencing product direction, and ensuring cancellation experiences reflect our trust principles.
What you’ll do
Own and evolve Cancel Transaction policy and define the long‑term strategy and roadmap for cancellations across formats and geographies.
Partner with Product, Design, and Customer Support to drive a clear, fair, and trusted cancellation experience.
Measure what matters: define success metrics and work with analysts to build the reporting needed to track them.
Run experiments and pilots to test new policies and experiences—framing hypotheses, understanding impact, and translating results into clear recommendations.
Own key cross‑functional forums for the Cancel Transaction domain (e.g., roadmap reviews, experiment readouts, risk reviews) and drive alignment across Product, Legal, Finance, Customer Support, and regional partners.
Support go‑to‑market and change management for policy and product changes, including agent readiness, external seller/buyer communications, and rollout strategy.
Provide executive‑ready narratives that clearly explain trade‑offs, recommended choices, and financial/customer impact—often under time pressure and with incomplete data.
What you’ll bring
7–10+ years of experience in strategy, operations, product operations, policy, consulting, or a related field; marketplace, payments, risk, or trust & safety experience strongly preferred.
Proven track record of owning a complex domain end‑to‑end—defining vision and roadmap, shipping solutions, and demonstrating measurable impact.
Strong analytical and problem‑solving skills: comfortable partnering with Analytics to size opportunities, interpret experiment results, and build data‑driven recommendations; experience with SQL or similar tools.
Experience with customer‑impacting policy design, ideally including dispute resolution, cancellations, returns, or fraud/abuse mitigation.
Ability to balance customer empathy with business impact, navigating nuanced trade‑offs between buyer and seller needs, short‑term metrics, and long‑term trust.
Excellent communication and storytelling skills, with experience influencing senior leaders and driving decisions across cross‑functional teams.
Proven ability to lead through ambiguity, set structure where it doesn’t exist, and maintain momentum across multiple workstreams.
Compensation Base pay range (San Francisco Bay Area, New York City Metro and Seattle Metro): $140,800 - $188,000.
Base pay range (all other U.S. locations): $101,200 - $174,100.
Base pay offered may vary depending on location, skills, and experience. Total compensation may also include a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and other benefits—including 401(k) eligibility and paid time off such as PTO and parental leave.
Employment Terms Employees will be in an “at‑will” position. The company reserves the right to modify base salary and other compensation at any time, including for reasons related to individual performance, company performance, and market factors.
EEO Statement 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, or disability. If you need an accommodation, please contact talent@ebay.com.
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About The Role We’re looking for a Senior Manager, Trust Strategy & Operations to own the strategy and policies for Cancel Transaction across eBay. This role will shape the member experience post‑transaction, driving clarity on customer needs, influencing product direction, and ensuring cancellation experiences reflect our trust principles.
What you’ll do
Own and evolve Cancel Transaction policy and define the long‑term strategy and roadmap for cancellations across formats and geographies.
Partner with Product, Design, and Customer Support to drive a clear, fair, and trusted cancellation experience.
Measure what matters: define success metrics and work with analysts to build the reporting needed to track them.
Run experiments and pilots to test new policies and experiences—framing hypotheses, understanding impact, and translating results into clear recommendations.
Own key cross‑functional forums for the Cancel Transaction domain (e.g., roadmap reviews, experiment readouts, risk reviews) and drive alignment across Product, Legal, Finance, Customer Support, and regional partners.
Support go‑to‑market and change management for policy and product changes, including agent readiness, external seller/buyer communications, and rollout strategy.
Provide executive‑ready narratives that clearly explain trade‑offs, recommended choices, and financial/customer impact—often under time pressure and with incomplete data.
What you’ll bring
7–10+ years of experience in strategy, operations, product operations, policy, consulting, or a related field; marketplace, payments, risk, or trust & safety experience strongly preferred.
Proven track record of owning a complex domain end‑to‑end—defining vision and roadmap, shipping solutions, and demonstrating measurable impact.
Strong analytical and problem‑solving skills: comfortable partnering with Analytics to size opportunities, interpret experiment results, and build data‑driven recommendations; experience with SQL or similar tools.
Experience with customer‑impacting policy design, ideally including dispute resolution, cancellations, returns, or fraud/abuse mitigation.
Ability to balance customer empathy with business impact, navigating nuanced trade‑offs between buyer and seller needs, short‑term metrics, and long‑term trust.
Excellent communication and storytelling skills, with experience influencing senior leaders and driving decisions across cross‑functional teams.
Proven ability to lead through ambiguity, set structure where it doesn’t exist, and maintain momentum across multiple workstreams.
Compensation Base pay range (San Francisco Bay Area, New York City Metro and Seattle Metro): $140,800 - $188,000.
Base pay range (all other U.S. locations): $101,200 - $174,100.
Base pay offered may vary depending on location, skills, and experience. Total compensation may also include a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and other benefits—including 401(k) eligibility and paid time off such as PTO and parental leave.
Employment Terms Employees will be in an “at‑will” position. The company reserves the right to modify base salary and other compensation at any time, including for reasons related to individual performance, company performance, and market factors.
EEO Statement 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, or disability. If you need an accommodation, please contact talent@ebay.com.
#J-18808-Ljbffr