Senior Manager, Strategy & Ops

eBay

full-time

Posted on: 12/21/2025

Location Type: Hybrid

Location: San Jose • California, Texas, Washington • 🇺🇸 United States

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💰 $101,200 - $188,000 per year

Senior

SQL

About the role

Own and evolve Cancel Transaction policy and define the long-term strategy and roadmap for cancellations across formats and geographies.
Partner with Product, Design, and Customer Support to drive a clear, fair, and trusted cancellation experience.
Measure what matters: define success metrics and work with analysts to build the reporting needed to track them.
Run experiments and pilots to test new policies and experiences—framing hypotheses, understanding impact, and translating results into clear recommendations.
Own key cross-functional forums for the Cancel Transaction domain (e.g., roadmap reviews, experiment readouts, risk reviews) and drive alignment across Product, Legal, Finance, Customer Support, and regional partners.
Support go-to-market and change management for policy and product changes, including agent readiness, external seller/buyer communications, and rollout strategy.
Provide executive-ready narratives that clearly explain trade-offs, recommended choices, and financial/customer impact—often under time pressure and with incomplete data.

7–10+ years of experience in strategy, operations, product operations, policy, consulting, or a related field;
Proven track record of owning a complex domain end-to-end—defining vision and roadmap, shipping solutions, and demonstrating measurable impact.
Strong analytical and problem-solving skills: comfortable partnering with Analytics to size opportunities, interpret experiment results, and build data-driven recommendations; experience with SQL or similar tools.
Experience with customer-impacting policy design, ideally including dispute resolution, cancellations, returns, or fraud/abuse mitigation.
Ability to balance customer empathy with business impact, navigating nuanced trade-offs between buyer and seller needs, short-term metrics, and long-term trust.
Excellent communication and storytelling skills, with experience influencing senior leaders and driving decisions across cross-functional teams.
Proven ability to lead through ambiguity, set structure where it doesn’t exist, and maintain momentum across multiple workstreams.

Benefits

Tip: use these terms in your resume and cover letter to boost ATS matches.

strategyoperationsproduct operationspolicy designconsultinganalytical skillsproblem-solvingSQL

customer empathycommunication skillsstorytelling skillsinfluencingdecision-makingleading through ambiguitynavigating trade-offs