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Senior Manager, Trust Strategy & Operations – Shipping Protections Risk & Controls

Location: Salt Lake City
Team: Trust Strategy & Operations

About the team

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.

About the role

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.

What you’ll do

• 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, Custom