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Detection Innovation Program Manager

Draper, Utah
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Business Title: Detection Innovation Program Manager

Category: Trust & Safety

Position Area: US - Utah - Salt Lake City

Position Location: Open (SLC)

Shift: Day Shift

Primary Job Responsibilities:

Improving buyer trust in the eBay marketplace is top priority for eBay, and a meaningful growth lever. Listings that do not follow policies create bad buyer and bad seller experiences.eBay has introduced new technologies to enforce policies, reduce the occurrence of violations and to increase buyer confidence throughout the transaction.

The focus of this role will be to develop and deploy innovative detection methods within eBayto identify policy violations and to respond to new tactics and techniques from sellers who attempt to circumvent existing detection methods.

The Program Manager will create prioritized quarterly roadmaps to facilitate conversations with leadership, portfolio planning and development teams. They will understand the interconnectedness across multiple dependent initiatives and policy areas. They will clearly communicate vision, capabilities and status to stakeholders and dependent teams. They will balance phasing work to deliver value quickly while also keeping the overall end goal in sight and on track. They will work closely with Data Analytics team. They will rely on Policy Managers to ensure projects align to the overall organization strategy and for operationalization.

The Program Manager’s contributions will positively impact key business metrics via improved policy compliance, a reduction in perceived counterfeit items and efficiency improvements. The person in this role will set goals and methods to track success.

To gather input, they will work with Regulatory, Legal, Compliance, Payments, and Governance. To operationalize they provide input to Global Customer Experience on training and communications. Regional and other business partners, including geographical business units, will also stay informed.

The role reports into the Sr. Manager, Trust Policy Management. The position will be based in our Salt Lake City, Utah location. Regular domestic and occasional international business travel is required.

In this role, you will be responsible for:

  • Developing quarterly plans

  • Developing and maintaining a detailed roadmap across initiatives and translating to lower level timelines

  • Creating compelling presentations and delivering to executive leadership to communicate overall goals, capabilities, status, risks and issues

  • Understanding the behavior of lower-quality sellers who do not following policies, particularly for sellers listing counterfeits and those that use circumvention

  • Making appropriate trade-offs to balance progress towards business goals with program costs such as customer support staffing, product resources and financial budgets

  • Partnering with team members, customer support operations and business partners to ensure policies are implemented with a focus on seller adoption and simplicity

  • Analyzing and making business decisions that consider the overall end-to-end customer experience, sellers’ business models, motivations and concerns with a drive toward simplicity for sellers

  • Delivering results against key business metrics aimed to measure the effectiveness and efficiency of their policies.

  • Identifying KPI's and develop a method to track post-launch success

Job Requirements

  • 5 plus years experience, preferably in ecommerce, in the areas of policy, program management and/or strategy development

  • Deep understanding of ecommerce landscape and functional understanding of the eBay marketplace

  • Extraordinary communication skills – oral and written, including ability to deliver compelling presentations to internal and external groups

  • Comfortable with some ambiguity; Able to sort through chaos and bring structure

  • Analytic and strategy development skills coupled with excellent implementation skills and a track record of results

  • A willingness to challenge existing approaches and ability to drive positive culture changes

  • Practiced at solutions design with an ability to think holistically about the impact that any changes will have on both eBay’s buyers and sellers

  • Ability to evangelize ideas, influence key partners and collaboration effectively, with experience leading cross-functional teams

  • Ability to build credibility with partners

  • Excellent personal initiative, a “can-do” attitude

  • The highest degree of personal integrity

Education:

  • BS/BA degree in related field required; Masters or MBA degree preferred

  • Degrees in business, marketing, or psychology preferred

  • Work experience in consulting, product management, strategy development, or analytics preferred

We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work.. To learn about our Diversity & Inclusion click here: https://www.ebayinc.com/our-company/diversity-inclusion/.

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eBay Inc. 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 are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:

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  • Trust, Security and Fraud, Draper, Utah, United StatesRemove