Post-Transaction Abuse Policy Manager

Key Skills

Analytical and Problem solving, Data science techniques, Ecommerce, Effective communication skills, SQL

Job Description

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 best in class 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 make transformational 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 both inside and outside the Trust org to represent the interests team for new initiatives, programs, and products.

What you will accomplish:

• Run the Business: Manage the day-to-day functions of the Post-Transaction Abuse Policy team, including resolving high-priority issues & escalations, managing policy calibrations, and reviewing customer support processes.

• Manage Policy Improvement: Refine our policies to minimize the potential for abuse and identify strategic areas where eBay will invest to protect sellers from abuse.

• Communicate Policies: Enhance the way eBay communicates our Abusive Buyer policy to both buyers and sellers, including improving external policy information and customer messaging.

• Improve Operations: Enhance standard operating procedures to ensure policy compliance and operational efficiency.

• Stakeholder Management: Partner with our customer support team, data science team, and third parties to develop predictive capabilities to identify individuals at risk of abusing sellers on our platform.

• Influence Senior Leadership: Build and deliver high impact analysis and presentations to secure approval and/or resources from senior business and product leaders.

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

What you will bring:

• Experience: 5+ years of relevant experience in e-commerce, trust & safety, or related field, demonstrating a deep understanding of industry challenges and leading practices.

• 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 mentality with a track record of identifying inefficiencies and implementing innovative process enhancements to improve productivity and drive operational excellence.

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

• 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 stakeholders.

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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 talent@ebay.com. 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.