Dir, Global Partner & Fraud Ops

Austin, Texas
Draper, Utah
Requisition Number R0029869 Subsidiary eBay

Dir, Global Partner Engagement & Fraud Ops

Location – Austin TX, Salt Lake UT

At eBay, we employ extraordinary people who do meaningful work that has a tangible impact on the lives of individuals all over the world. And we seek to make exceptional things possible for each other, for our customers, and for you. We’ve been doing this for over 20 years and we are just as passionate about it today as when we founded the company in 1995.

As the leader of the Partner Engagement team, you will lead a small global team of operations leaders dedicated to:

  • Driving balanced scorecard performance in service of global fraud operations
  • Scaling operational efficiency and customer focused projects and initiatives across partner locations
  • Standardizing operating cadences with partners, recognition, engagement, and performance enhancements framework
  • You will develop / lead / introduce playbook and process discipline for internal operations engaging with partners
  • Align eBay’s governance framework, including health checks and audits
  • You will work in close partnership with the Learning Organization, Customer Support Tech, and Work Force Operations to ensure optimal support is provided to meet GCX objectives
  • Partner closely with GPM leadership globally to ensure consistency and alignment between contractual obligations / operations delivery

As a key member of the Global Fraud Operations leadership team, you will be responsible for the following:

  • Own the day to day operations and oversight of multiple global teams responsible for identifying high risk selling and buying behavior along with servicing customers impacted by fraudulent activity
  • You will set performance goals for quality and efficiency linked directly to overall company performance. Develop roadmap and execution plan to deliver required performance against these goals
  • Hire, mentor and develop current and future Operations leaders
  • Ensure quality service and effective operations support to follow all regulatory, internal compliance, and risk deliverables
  • You will develop new strategies via new offerings and provide input for the current strategy. Execute on these strategies delivering the required results.
  • Lead formal weekly meetings with Risk Policy teams providing comprehensive operational updates
  • Provide regular performance updates to Executive leadership
  • Ability to travel up to 20% of the time including international travel

Preferred Skills / Experience

  • Bachelor’s Degree, or equivalent work experience
  • Must have 7+ years of Fraud and/or Customer Service Operations Management experience, preferably in the ecommerce or financial services industry
  • You should have at least 5+ years of experience leading and partnering with Global Customer Experience Outsourced Partners
  • Direct knowledge of industry trending in fraud tactics, loss trending and fraud prevention tools
  • You should have a successful track record in achieving and exceeding business performance goals
  • Excellent customer-centric service philosophy
  • Strong ability to handle multiple tasks and meet deadlines in a fast-paced changing environment
  • Proven experience in complex, global operations management where design, development and implementation of new processes, systems and organizations are required
  • Experience in influencing an organization, across more than one geography, and influencing other organizations where their support is essential to success
  • Excellent written and verbal communication / presentation skills, including the ability to persuade and influence a broad spectrum of stakeholders at all levels
  • Consistent record of building and developing global operational teams
  • Additional Fraud and/or Compliance Certifications preferred

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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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