Manager, Trust Strategy & Ops

Toronto, ON
Permanent
Full-time

1 month ago

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.At eBay, we connect people and build communities to develop economic opportunity, supporting millions of sellers and buyers in more than 190 markets around the world. Over $73B of merchandise is sold on eBay every year and eBay continues to win awards for our actions in the areas of sustainability and responsible business.Pierre Omidyar, the founder of eBay, once said, “You have to establish trust before you start a transaction.” This remains just as relevant now as it was more than 20 years ago. eBay serves as the trust connection between our buyers and sellers.Fast-paced, dynamic, and proactive, eBay’s Trust team works to keep eBay a safe and trustworthy platform. Trust is the most important aspect for eBay. Most transactions on eBay finish successfully, and when problems happen, buyers and sellers often find solutions together. In cases where buyers and sellers cannot come to an agreement, the policies, operations, and user experiences handled by the Trust teams are involved. Main areas of focus encompass seller protections, the post-purchase experience, customer reviews, the eBay Money Back Guarantee, seller performance, and platform communications.We feel proud of our role in establishing a trusted marketplace worldwide, but we don’t become complacent. We pledge to hundreds of millions of eBay customers that we will continue to ensure the marketplace remains safe, secure, and reliable for buyers and sellers globally.As a Trust Strategy & Operations Manager, you will own and improve trust policy experiences and operational workflows that impact how sellers and buyers transact on eBay. You’ll partner closely with Product, Analytics, Engineering, Development, Customer Support, Finance, and Legal to find opportunities, translate insights into clear requirements, and deliver well-tested changes with measurable impact.Key ResponsibilitiesDrive policy improvements

Drive strategy and delivery to improve trust policy experiences or operational workflows (e.g., a buyer or seller-facing flow, consequence paths, policy communication surfaces, or eligibility into seller programs/benefits).
Manage comprehensive change (policy update, seller communications, and/or process flow) across 2–4 partner teams.

Data-driven insights and sizing

Partner with Analytics to pull data, establish baselines, diagnose metric movement, and size opportunities.
Connect the “what” to the “so what” by linking metrics to customer impact and business outcomes.

Cross-functional delivery

Partner with 2–4 primary delivery teams to run launches end-to-end: draft business requirements, sanity-check policy and comms, coordinate reviews, test thoroughly, and set up post-launch monitoring.
Identify risks early, bring up misalignment quickly, and keep collaborators aligned through crisp status updates and working sessions.

Roadmap and planning input

Offer a perspective during quarterly/annual planning on which challenges the team should address next, supported by data and customer insights.
Break down larger objectives into prioritized achievements and implementation plans for your area.

Seller engagement and voice of customer

Engage with sellers and frontline partners to gather feedback, identify friction, and incorporate findings into improvements to policies, comms, and processes.

Policy operations and issue resolution

Support day-to-day trust policy operations for your area: maintain documentation, respond to high-priority issues, and improve clarity and consistency of policy advice across surfaces.

Communication and collaborator management

Adapt communication for different audiences (working team, partner teams, leaders).
Present findings and launch plans to Senior Director-level audiences when needed.

QualificationsEducation

Bachelor’s degree or equivalent experience required; advanced degree or equivalent experience a plus.

Experience

Typically 4+ years in strategy & operations, product management, product operations, program management, consulting, trust & safety, e-commerce, or a related field.

Skills

Strong analytical thinking: comfortable working with data, selecting the right metrics, and proposing follow-ups.
Demonstrated ability to manage cross-functional projects: capable of independently leading a launch involving 2–4 partner teams, including those beyond the Trust organization.
Strong written and verbal communication: can produce clear requirements, policy/comms sanity checks, and compelling updates.
Strong organizational skills and attention to detail; able to manage multiple workstreams and drive closure.
Comfort operating with ambiguity; uses quantitative + qualitative inputs to reduce uncertainty.

Who You Are

A builder and self-starter: you take initiative, develop momentum, and turn ambiguous problems into shipped outcomes.
Ambitious and eager to advance: you want to become part of eBay’s next generation of leaders, and you actively seek growing responsibility and scope.
A customer-centered operator: you care deeply about sellers and buyers, and you’re energized by refining experiences through policy, process, and product changes.
A future-facing problem solver: you have a clear perspective on where e-commerce is headed and how to make eBay more accessible and relevant to all.

Join us in crafting the future of commerce at eBay, where trust is the foundation of every transaction!Additional DetailsThe base pay range for this position is expected in the range below: C$85,600 - C$114,300Base 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 RRSP eligibility, 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.This job posting relates to an existing vacancy within eBay.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, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at . We will make every effort to respond to your request for accommodation as soon as possible. View our to learn more about eBay's commitment to ensuring digital accessibility.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 , , and .

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