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.

Senior Manager, Trust Strategy & Operations – Shipping Protections Strategy & Execution

About the team

At eBay, trust is fundamental to how our marketplace works. Millions of buyers and sellers rely on us not only to enable transactions, but to protect them when something goes wrong.

Shipping Protections are a critical part of that promise. As eBay expands the protections available across different shipping solutions, markets, and customer experiences, we need a clear strategy for how those protections should evolve, where we should invest, and how we deliver them in a way that is simple for customers, operationally scalable, and financially sustainable.

The Trust Strategy & Operations team works across Shipping, Product, Risk, Analytics, Customer Support, Finance, Policy, and regional teams to define that strategy and turn it into execution.

About the role

We’re looking for a Senior Manager, Trust Strategy & Operations to help define and implement the long-term strategy for Shipping Protections across eBay.

This role will own complex, cross-functional problems that sit at the intersection of customer experience, policy, product, operations, risk, and economics. You will develop a clear point of view on where Shipping Protections should go, identify the highest-priority opportunities and gaps, and work across the organization to turn that strategy into measurable outcomes.

You will be responsible for understanding how the end-to-end system is performing—including the customer experience, claims outcomes, carrier performance, operational execution, loss trends, and protection economics—and determining where eBay should make changes.

The role requires both critical thinking and hands-on execution. You will move from defining a multi-year vision and roadmap to solving immediate business problems, structuring ambiguous workstreams, aligning cross-functional teams, and ensuring decisions translate into real product, policy, and operational changes.

This person will become a key leader for Shipping Protections, helping ensure the program delivers a compelling customer promise while remaining scalable and economically sustainable.

What you’ll do

• Define and evolve the strategy for Shipping Protections, including the long-term customer promise, key capabilities, investment priorities, and roadmap across markets and shipping solutions.

• Identify the biggest opportunities and structural gaps across the end-to-end Shipping Protections experience, using customer, operational, financial, carrier, and claims data to determine where eBay should focus.

• Translate strategy into an actionable roadmap, clearly defining the capabilities, policy changes, product experiences, operational processes, and controls required to achieve the desired end state.

• Lead complex cross-functional initiatives from problem definition through execution, bringing structure to ambiguous problems and ensuring teams move from analysis and alignment to implementation.

• Evaluate the end-to-end performance of Shipping Protections, including customer experience, claims outcomes, carrier performance, operational execution, loss performance, and program economics.

• Develop clear recommendations on difficult trade-offs, balancing buyer and seller experience, financial sustainability, operational complexity, risk, and growth.

• Partner closely with Product and Design to shape new customer experiences and ensure the Shipping Protections strategy is reflected in product roadmaps and prioritization.

• Partner with Shipping and carrier teams to understand how carrier capabilities, performance, and tracking signals should influence the protection experience and broader program design.

• Partner with Risk, Policy, and Customer Support to ensure protection logic, claims decisions, and operational processes are consistent with the broader strategy and customer promise.

• Establish metrics and operating mechanisms that provide a clear view of program health and allow leadership to identify emerging issues, performance gaps, and opportunities.

• Run strategic analyses and deep dives to answer high-priority business questions, develop hypotheses, quantify opportunities, and inform investment decisions.

• Lead pilots and experiments to test new protection concepts, policies, and experiences before broader rollout.

• Drive alignment across functions and regions, ensuring teams share a common understanding of the strategy, priorities, ownership, and path to execution.

• Build executive-ready narratives and recommendations that simplify complex issues, clearly articulate trade-offs, and enable senior leaders to make decisions.

• Create the operating model required to scale Shipping Protections, including governance, decision rights, performance reviews, and cross-functional accountability.

What you’ll bring

• 7–10+ years of experience in strategy, operations, product strategy, product operations, consulting, marketplace operations, trust & safety, payments, or a related field.

• Proven experience developing strategy for a complex product or business domain and translating that strategy into execution.

• Strong structured problem-solving skills, with the ability to take ambiguous or poorly defined problems and create a clear framework, point of view, and path forward.

• A track record of leading complex cross-functional initiatives involving Product, Operations, Analytics, Finance, Policy, Risk, or similar functions.

• Strong analytical capabilities and comfort using data to diagnose problems, size opportunities, evaluate trade-offs, and measure results.

• Experience developing business cases, roadmaps, operating models, or investment recommendations for senior leadership.

• Strong customer and commercial judgment, with the ability to balance customer experience, financial impact, operational complexity, and long-term strategic objectives.

• Ability to operate at multiple altitudes—moving comfortably between high-level strategy, detailed problem solving, and hands-on execution.

• Proven ability to influence without direct authority and drive progress across teams with different incentives, priorities, and perspectives.

• Excellent communication and storytelling skills, particularly the ability to turn complex topics into clear, concise executive narratives.

• Experience in marketplaces, shipping/logistics, claims, payments, customer protection, or trust & safety is valuable but not required.

Additional Details

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

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.

Remote roles are not eligible for U.S. visa sponsorship.

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 [email protected]. 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. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We use cookies to enhance your experience and may use AI tools for administrative tasks in the hiring process. To learn how we handle your personal data and use AI responsibly, please visit our Talent Privacy Notice, Privacy Center and AI Hiring Guidelines.