eBay Sr Manager Retail Standards & Returns in San Jose, California

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The Global Customer Trust team manages a range of programs aimed at ensuring that the millions of eBay buyers are having great experiences on eBay, and the team also manages the wide range of sellers that engage and transact on eBay. eBay expects that sellers and buyers both deliver and receive customer experiences that meet or exceed retail standards. This includes setting the strategy, plans, and guidelines to develop a best-in-class returns program for our customers worldwide.

We are looking for a skilled business manager who will focus on improving the customer experience on our desktop and mobile return platforms. You will need to interact with most areas of eBay to create easy to use, self-service options to resolve customer issues.

This is a hands-on position where you will be involved in business analysis, functional design and customer experience discussions and work closely with cross-functional partners to develop the best overall customer experience.

Responsibilities include collaborating with product teams to define customer experience requirements, deep-diving with analytics to measure business impact and identifying opportunity gaps which must be addressed, and operationalizing with customer service and policy teams.

Reporting to the Sr. Manager of Customer Trust, you will be responsible for delivery of overall Returns platform strategy with a goal of delivering on an exceptional Returns experience and driving future buying activity.

Job Requirements


  • Define, improve and execute improved customer experiences for eBay Returns flows

  • Design and manage returns logistics solutions for the eBay Returns label platform

  • Lead cross-functional teams and execute on multiple projects simultaneously

  • Provide hands-on leadership to design, prioritize, and implement plans to improve customer outcomes and drive business performance.

  • Collaborate with product, customer service, marketing, legal, and analytics teams to execute on new and existing roadmap opportunities

  • Manage and report on goals/metrics to reduce customer churn and improve returns experience

  • Turn customer pain points into innovative solutions to create a better experience

  • Articulate issues that have the largest impact on the business, deliver on quantitative and data driven analyses, propose impactful solutions, and manage overall projects.

  • Present program outcomes and opportunities to senior leadership.


  • Demonstration of shaping strategy and alignment across matrixed organizations

  • Experience in driving customer experience change in online or retail businesses

  • Successful history of using data, analytics, and research to drive and manage businesses

  • Strong background in analytics with demonstrable experience in ability to utilize research to make data-driven decisions.

  • Ability to simultaneously manage multiple stakeholders and drive business decisions

  • Track record of pushing the boundaries to come up with creative and new solutions

  • Proven influencing skills, with a track record of enabling people to achieve more than they thought possible

  • Successful candidates should be quick learners, strategic thinkers, strong influencers, problem solvers, and have an entrepreneurial spirit

  • Be a strategic executor: able to understand what needs to be done, build alignment cross-functionally to make it reality

  • Able to balance attention to detail with swift execution: we need to do things quickly, and we need to do them well.

  • Drive for results: biased toward action, great collaborator and master simplifier. Constantly pushing toward clarity and delivery.

  • Someone who can solve problems from 30,000 feet as well as dive deep into the details.

  • Bachelor’s degree (graduate degree preferred) from a major educational institution is required.

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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.

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