Senior Manager, Strategy & Ops

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Location: Salt Lake City
Team: Trust Strategy & Operations

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.

As eBay expands its Shipping Protections, we are taking greater responsibility for protecting customers when items are lost, delayed, damaged, or otherwise fail to arrive as expected. Delivering that promise sustainably requires us to understand where losses are coming from, distinguish genuine customer and carrier failures from abuse, and build controls that protect both our customers and the business.

The Trust Strategy & Operations team works across Risk, Shipping, Product, Analytics, Customer Support, Finance, and Policy to solve these problems and ensure our protection programs are fair, effective, and financially sustainable.

We’re looking for a Senior Manager, Trust Strategy & Operations to lead risk and loss management for Shipping Protections.

This person will be responsible for understanding where and why eBay is losing money across the Shipping Protections ecosystem—and turning those insights into practical controls.

The role will investigate three major sources of loss:

• Fraud and abuse: identifying emerging buyer, seller, or transaction-level abuse patterns and understanding how bad actors exploit shipping protections, carrier events, tracking signals, or claims processes.

• Carrier and network risk: identifying where carrier performance, outages, tracking gaps, geographic pockets, service levels, or other operational failures expose eBay to disproportionate claims and losses.

• Claims and protection accuracy: understanding where claims are being paid incorrectly because of policy gaps, incorrect adjudication, poor tracking interpretation, automation logic, or inconsistent operational execution.

You will translate those findings into controls—such as risk rules, eligibility changes, claims logic, holds and review strategies, carrier or geographic restrictions, operational interventions, and product or policy changes—and measure whether those controls are working.

This is a highly cross-functional role requiring a combination of investigative thinking, analytical depth, strong business judgment, and hands-on execution. The successful candidate will be comfortable moving from claim-level investigation to portfolio-level strategy and will become the go-to leader for understanding and containing Shipping Protection losses.

• Own the Shipping Protections loss-control strategy, building a clear view of where losses originate, what is driving them, and which interventions will have the greatest impact.

• Investigate emerging fraud and abuse patterns across Shipping Protections, including unusual seller or buyer behavior, manipulation of labels or tracking signals, linked-account behavior, and exploitation of gaps in eBay’s protection logic.

• Identify carrier and operational vulnerabilities by analyzing claims and shipping performance across carriers, services, geographies, routes, drop-off locations, tracking events, and other dimensions.

• Deep dive claims and adjudication outcomes to identify where eBay is paying claims it should not, denying claims it should pay, or making decisions based on incomplete or incorrectly interpreted signals.

• Distinguish root causes of loss—fraud, carrier failure, customer behavior, policy design, product logic, or operational execution—so that the right team and solution are applied to each problem.

• Design and implement controls to contain losses, partnering with Risk, Product, Shipping, Customer Support, Policy, and Analytics. Controls may include detection rules, manual-review strategies, transaction or seller eligibility requirements, claims holds, tracking-signal changes, carrier restrictions, routing changes, policy updates, or product interventions.

• Build an early-warning and monitoring framework that identifies material deterioration in fraud, carrier performance, claims accuracy, or financial performance before losses become systemic.

• Create a rigorous control lifecycle, including sizing the opportunity, defining expected impact and customer trade-offs, launching interventions, measuring performance, and adjusting or retiring controls when appropriate.

• Establish claims-quality and operational calibration mechanisms to ensure Shipping Protection policies and protections are being applied consistently and correctly.

• Partner closely with Finance and Analytics to quantify financial exposure, forecast savings, prioritize the highest-value interventions, and demonstrate the realized impact of controls.

• Balance loss reduction with customer experience and growth, ensuring controls are targeted and proportionate rather than introducing unnecessary friction for good buyers and sellers.

• Lead cross-functional loss reviews and executive discussions, clearly explaining emerging risks, root causes, financial exposure, recommended actions, and the trade-offs associated with those actions.

• Develop the longer-term control roadmap required to make Shipping Protections scalable and economically sustainable as eBay expands protections across markets, carriers, and customer segments.

• 7–10+ years of experience in risk, fraud, trust & safety, strategy and operations, payments, claims, marketplace operations, consulting, or a related field. Experience in shipping, logistics, insurance, payments, or marketplace protection programs is particularly valuable.

• A proven ability to investigate complex loss or risk problems, move from symptoms to root causes, and translate analysis into concrete interventions.

• Experience designing or operating risk controls, fraud strategies, claims controls, decision systems, or loss-prevention programs.

• Strong analytical skills and comfort working with large, imperfect datasets to find patterns, test hypotheses, and size financial opportunities. Experience with SQL or similar analytical tools is strongly preferred.

• Strong investigative instincts—you are comfortable getting into individual transactions and claims when necessary, identifying patterns others may miss, and then determining whether those patterns represent a systemic issue.

• Ability to think in terms of systems and control frameworks, rather than solving individual incidents one at a time.

• Strong commercial judgment and the ability to balance loss prevention, customer experience, operational complexity, and growth.

• Experience working across multiple functions—such as Risk, Product, Operations, Analytics, Finance, Policy, and Customer Support—to turn recommendations into implemented solutions.

• Ability to operate effectively in ambiguity, particularly in environments where the data, ownership model, or solution is not yet clearly defined.

• Excellent communication and storytelling skills, including the ability to turn complicated operational or analytical findings into clear recommendations for senior leaders.

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.

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