Global Customer Protection Ops 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 team and the role:

Global Customer Protection Operations (GCPO) is dedicated to safeguarding eBay’s marketplace by resolving sophisticated customer protection cases, enforcing policies, and preventing fraud and abuse. Our team is at the forefront of upholding marketplace integrity and trust for millions of buyers and sellers worldwide!

The Customer Protection Operations Manager leads a diverse group of frontline leaders and specialists who handle critical escalations—claims, account integrity issues, and policy enforcement—while balancing a collaborative team culture and hybrid work flexibility. Reporting to senior leadership, this role is empowered to drive operational excellence, develop emerging managers, and foster an environment where clarity, inclusivity, and accountability thrive!

What you will accomplish:

• Champion customer trust and risk mitigation by guiding team leaders who oversee resolution of high-impact protection cases and escalations.

• Lead results-driven initiatives to optimize key metrics—including time-to-resolution, accuracy, customer satisfaction, and risk outcomes—for lasting marketplace integrity.

• Collaborate cross-functionally with teams across Trust & Safety, Payments/Risk, Legal/Compliance, and Product/Engineering to improve fraud detection, case protocols, and escalation efficiency.

• Refine and implement globally consistent policies, playbooks, and training frameworks that deliver fair outcomes for eBay’s diverse community.

• Manage incident response during fraud spikes or major safety events, deploying targeted interventions by category, cohort, or region to protect users.

• Drive ongoing improvement through data analytics, QA calibration, and workflow/tool enhancements—identifying opportunities to innovate in remote and hybrid settings.

What you will bring:

• Dedicated to working our Hybrid Model with 3 days per week onsite in either our Austin, TX or our Salt Lake City, UT office.

• Demonstrated experience leading operations in trust & safety, risk/fraud, compliance, or customer protection, preferably at scale.

• Sophisticated analytical skills and decision-making capability; adept at leveraging data, processes, and detection technologies to inform actions.

• Proven ability to coach, mentor, and develop managers in a dynamic and inclusive team environment.

• Strong collaboration and change leadership across global, cross-functional stakeholder groups.

• Skilled in optimizing case management workflows, tooling, and performance metrics in both virtual and on-site environments.

• Flexibility to manage in hybrid or remote settings, with openness to occasional travel and shift adjustments as needed for global coverage.

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The base pay range for this position is expected in the range below:

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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eBay 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 have a need that requires accommodation, please contact us at [email protected] . We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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