Director, Program Management, Trust
San Jose
hace 1 día

Position Summary :

Want to help change the future of retail? Are you looking for a unique and visible role leading the Program Management team for Trust at eBay?

Fast-paced, dynamic, and proactive, eBay’s Trust team is dedicated to making eBay a safe and trusted platform for the millions of buyers and sellers who make up the eBay community as well as between the buyers, sellers and eBay, the company.

For eBay, nothing is more important than trust. Understanding that no single action can protect us against sophisticated threats in this constantly changing environment, we apply multiple layers of policy and technology-based measures to keep buyers and sellers safe and enhancing their trust in our platform.

Some of the key initiatives that the team is focused on include Seller Protections, the eBay Money Back Guarantee, Seller Scorecard along with comprehensive global policies and procedures.

We’re incredibly proud of our work to establish a trusted global marketplace, but we’re not complacent. Our promise to the hundreds of millions of eBay’s customers is to remain steadfast in our efforts to provide the most safe and secure marketplace, i.

e., the most trusted marketplace, for buyers and sellers in the world.

As the Director of Program Management for Trust, your duties include overseeing the Program Management team, coordinating Trust programs, and finding solutions that meet the stated goals and objectives of the Trust organization.

You will work alongside teams representing Trust domains, Process Improvement, Legal, Product Management, Analytics and Design to architect and scope solutions, ensure adequate testing and deploy improvements to our platform.

Lastly, you will ensure that the needs of our international teams are well represented.

What You’ll Do :

Guide the Execution of Trust Programs : Lead across teams to achieve end-to-end customer and product needs, architect test strategies and drive go-to-market

Lead the Program Team : Hire amazing talent. Coach and develop a team of program management leaders, building culture, establishing standards, and achieving goals

Develop Mechanisms : Strengthen and lead the Program Management function for Trust, including essential operating mechanisms of portfolio management, continuous resource management, analytics and goal setting standards, business priority alignment, transparent communications, and execution excellence.

Report results and escalate issues to internal partners and stakeholders

Collaborate : Drive strong partnership with key stakeholders across the organization. Partner with Trust leaders to understand strategic initiatives, lead end-to-end solution innovation across the organization, ensuring partner teams are following best practices

Champion Experience Improvements : Champion experience improvements, share best practices and promote operating standards across the Trust organization

Be Accountable : Define business objectives and measure progress in achieving results; demonstrate strong commitment towards goals and driving complex projects focused on reducing customer contacts, improving cost, quality, customer experience, and delivering bottom line savings

Who You Are - A Proven Leader Who :

  • Inspires a high performing team, delivering results at eBay’s scale
  • Sets aggressive personal and team goals
  • Builds and sustains strong partnerships
  • Communicates clearly, effectively, and proactively with exceptional listening, written and verbal communication skills
  • Takes ownership and delivers results
  • Leverages data effectively
  • Quickly and proactively resolves issues
  • Sees the system, e.g., understands end to end Trust experiences, Buyer and Seller needs and eBay platform technical architecture
  • Is a strategic thought leader
  • Acts with integrity
  • Is comfortable presenting to executives, business, and engineering alike
  • Brings experience with online and marketplace retail environments
  • Understands the importance of analytics, design, and research and how all fit into building new processes and deploying new technologies
  • Minimum Qualifications :

  • BA / BS degree, with 10+ years of relevant Program Management leadership experience, e.g., Seller Experience, Customer Experience, Voice of Customer, Defect Reduction
  • Prior experience building and leading teams of 3+ team members
  • Prior experience working as a part of or closely with a Trust and Safety organization
  • Proven experience owning the delivery of large-scale programs (i.e., multi $B) experiences, or products from roadmap to delivery as well as managing elements related to full-funnel and end-to-end user journeys included but not limited to agile methodology, digital strategy, UX best practices, data reporting and actioning
  • Deep expertise in Agile Product Management, e.g., has stood up agile organizations and / or served as an agile coach
  • Exceptional business and technical acumen, including the ability to discover true requirements underlying Trust program requests, recommend alternative technical and business approaches and lead engineering efforts to meet aggressive timelines with optimal solutions
  • Strong customer and stakeholder empathy
  • Experience acting as the voice of the customer and channel many points of view, synthesizing them to drive alignment even in times of friction or disagreement
  • Solid understanding of technical solutions used in marketplaces and ecommerce platforms and familiarity with system architecture and APIs
  • Creative problem-solving skills
  • For more information see : and

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