Post-Transaction Abuse Policy Specialist

14 hours ago

Draper, Utah, United States eBay Full time

About eBay

eBay is a global ecommerce leader that's changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in over 190 markets worldwide.

Our Mission

We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

About the Team

The Trust team at eBay is a fast-paced, dynamic, and proactive group that's tasked with ensuring the safety of our millions of buyers and sellers.

Job Summary

We're looking for a Post-Transaction Abuse Policy Specialist to join our team and help us make transformational changes that provide a safer, more trusted experience for our users.

Key Responsibilities

  • Policy Management: Manage the day-to-day functions of the Post-Transaction Abuse Policy team, including resolving high-priority issues, managing policy calibrations, and reviewing customer support processes.
  • Policy Improvement: Refine our policies to minimize the potential for abuse and identify strategic areas where eBay will invest to protect sellers from abuse.
  • Communication: Enhance the way eBay communicates our Abusive Buyer policy to both buyers and sellers, including improving external policy information and customer messaging.
  • 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.
  • 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.

Requirements

  • 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.
  • 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.

About eBay

eBay is an equal opportunity employer. We're committed to creating a diverse and inclusive workplace that values authenticity, bold ideas, and inclusivity.

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