Trust Operations Specialist

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.

**Trust Operations Specialist at eBay Australia**

**About the Role and Team**:
Join us as a **Trust Operations Specialist** at eBay Australia, where you'll play a pivotal role in enhancing trust and customer satisfaction across our platform. As an expert problem solver, you will collaborate with Product Managers, Account Managers, Analytics, Seller Marketing, and Customer Support to drive strategic initiatives that reduce bad buying and selling experiences. Your efforts will contribute to eBay's reputation as a trusted place to buy and sell, minimise transaction friction, and ensure effective friction resolution.

**What You Will Accomplish**:

- **Enhance Trust Perception**: Lead initiatives that reinforce eBay's reputation as a trusted marketplace, ensuring buyers and sellers feel confident in their transactions.
- **Reduce Transaction Friction**: Identify and implement solutions to decrease the proportion of transactions experiencing friction, such as SNAD and cancellations, while improving policy adherence and automation.
- **Optimi**s**e Friction Resolution**: Develop and refine processes to ensure issues are resolved effectively, enhancing customer satisfaction and driving customer lifetime value.
- **Solve Complex Problems**: Navigate the challenges of diverse policy areas and experiences, focusing on customer experience, quality improvement, and business growth.
- **Collaborate and Build Relationships**: Foster key relationships across the organisation to understand global products, localise them for the Australian market, and manage projects from inception to execution.
- **Develop Mechanisms**: Strengthen assessment, monitoring, testing, and goal-setting standards, creating sustainable mechanisms to report results and address issues with internal partners.

This position is based in Sydney, Australia.

**What You Will Bring**:

- A proven team member who..._
- Understands the importance of analytics, design, and research in building new processes and deploying new technologies.
- Supports a high-performing team, delivering results at eBay’s scale.
- Sets ambitious personal goals and demonstrates initiative to streamline processes in a lean team.
- Is a strategic thinker with vision and creative problem-solving skills.
- Builds and sustains positive relationships, both locally and globally.
- Communicates clearly, effectively, and proactively with outstanding listening, written, and verbal communication skills.
- Takes ownership and supports Account Management and Customer Service teams in resolving issues.
- Uses data effectively to drive decisions.
- Understands end-to-end Trust experiences, Buyer and Seller needs, and eBay business growth objectives.
- Acts with integrity and presents confidently to peers and teams.
- And has..._
- Project Management experience in ecommerce and marketplaces.
- Demonstrable experience in process improvement.
- Experience working with cross-functional teams.
- Expertise in presenting strategies, insights, and operations to influence teams.
- Experience in supporting cases that require optimisation across multiple partners.
- Ability to use quantitative and qualitative insights effectively.
- Experience acting as the voice of the customer.

Join us in shaping the future of eBay as a trusted marketplace, where your contributions will make a significant impact on the buying and selling experiences of millions.

Education/ Relevant experience:
University/graduate degree, preferably in a business-related area
5+ years ecommerce operations and project management experience.