Program Manager

At eBay, we're more than a global ecommerce leader — we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About The Role
At eBay, Global Trust is tasked with ensuring the trust and safety of the millions of buyers and sellers on the eBay marketplace. This includes developing best-in-class detection, prevention and protection policies. The organization is also working on an emerging portfolio of loyalty and experience driving initiatives.

The team is fast-paced, dynamic, and proactive. In this role, you will focus on three key areas:

• Improving the buyer and seller experience across the safety measures the Global Trust and Operations team puts in place: that means ensuring that the end-to-end experience and tools the team uses are clear and easy for our customers to navigate
• Protecting our sellers from the experience of bad acting buyers, which includes detection and prevention of scams, return policy violations and any form of virtual shoplifting
• Supporting the developing, testing and scaling of global eBay Revenue and Customer Engagement programs

This role will partner closely with key leaders in Product, Engineering, Analytics, Design, Legal, Identity and Risk teams across the company to inspire and earn the trust of our buyers and sellers.

Job Responsibilities

• Lead and drive the program management activities end-to-end in very close collaboration with the business, product and tech teams around the world
• Take ownership of your program by setting a strategy for the short and long-term success of the team, ensuring customer satisfaction
• Influence, negotiate, unblock and make key decisions that will lead the team(s) to achieve and exceed their targets
• Communicate and collaborate effectively at all levels, including executive updates, presentations, program documentation and tracking
• Partner with the analytics team, analyze, understand, and take next steps based on your program's metrics, balancing trade-offs between business needs with technical constraints, ensuring customer satisfaction; drive consensus across partners
• Anticipate, assess, and manage issues and risks independently; perform retrospectives and root cause analysis and recommend mitigation strategies
• Drive, define and deliver alignment on RASCI matrix across the team
• Develop and control deadlines, budgets and activities across organizations and third-party vendors
• Know when to delegate, pay detailed attention to program strategy, and project implementation
• Generate, socialize and manage timebound action items, risks, issues
• Review and assess incoming support requests, provide support and guidance to development teams, remove blockers, solve problems independently
• Assess existing processes, structures and provide feedback on improvements and best practices
• Capable of solving escalations, problems and making plans in hours, days or weeks, not months
• Proficient in Jira, Slack

Requirements

• Bachelor's degree in Business, Engineering, Computer Science or equivalent; 10+ years of working experience with partners within Program/Product /Engineering/Sales/Opsorganizations; Minimum 5+ years' operating as a project/program manager in a technical environment
• Technical background with strong understanding of agile methodologies, scrum formation, and experimentation frameworks. Knowledge of Agile development practices and tools; prior experience with Lean and/or Six Sigma analytical technique.
• Willing to offset working hours to accommodate global team members
• Strong background in program managing consumer-facing, highly-visible consumer software products at global scale
• Solid experience working in an end to end, cross functional environment with engineering, design, product, sales, ops, and project management counterparts to deliver products/services.
• Manage multiple partners at various levels in the organization and working with them all equally, proactively, and transparently. Prioritize competing priorities without loss of efficiency or visibility. Ability to operate independently with very little to no guidance, showing initiative even under unfamiliar or ambiguous circumstances
• Demonstrated track record of leading large-scale projects in a product environment from conception through completion. Willingness to be hands-on and do whatever is vital; while also training others on the team where additive to project success (ownership/apprenticeship mentality)
• Being clear and concise in both verbal and written communications including presentations (e.g., functional/technical specifications, status reports, etc.)
• Experience with high-stakes product roadmap, able to align decisions and executives at the center of a large tech company
• Is comfortable in a culture where teams move with iterative velocity rather than multi-quarters
• Willing to travel as needed to interact with partners in person

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