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Responsibilities

Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality.

We are looking for a Category Specific User Rights & Customer Trust Program Manager to own category-specific user rights and protection policies on our US e-Commerce platform. As the business grows and diversifies, a one-size-fits-all after-sales approach is no longer sufficient, so this role is responsible for building tailored protection frameworks for high-sensitivity categories such as auctions, collectibles, luxury goods, and large-item furniture.

Responsibilities:
- Own the design and operational execution of category-specific user rights and protection policies
- Serve as the primary POC for vertical category after-sales matters, working closely with Business Ops and category teams
- Define eligibility criteria, coverage scope, and claim workflows for category-specific protections (e.g., Auction Protection, Category-specific buyer protection powered by insurance)
- Monitor category-level user experience metrics and drive policy improvements based on data and merchant/user feedback
- Collaborate cross-functionally with Product, CS, Risk, and Business Ops to bring category protection policies to life
- Research category-specific after-sales needs and pain points across key verticals including auction, collectibles, fashion, and large-item categories
- Benchmark competitor protection offerings (e.g., eBay, Whatnot, Amazon) to identify gaps and opportunities in our current category policy framework
- Design and document category-specific user rights policies, covering claim eligibility, evidence requirements, resolution workflows, and payout logic
- Work with Business Ops and vertical teams to collect merchant and seller feedback, and translate insights into policy recommendations
- Support the rollout and communication of new category protection policies to merchants and users
- Track key category-level metrics including dispute rate, CSAT, and protection claim volume, and surface actionable insights
- Contribute to regular business reviews with structured updates on category rights performance and next steps

Qualifications

Minimum Qualifications:
- +3 years of experience in e-Commerce operations, category management, customer experience, or a related field
- Interest in or familiarity with vertical category dynamics, buyer protection, or after-sales policy
- Strong attention to detail and structured thinking - able to design clear, consistent policy frameworks
- Comfortable working with data to identify trends and support decision-making
- Collaborative and proactive - able to work effectively with cross-functional partners including category teams, CS, and product

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $102600 - $143640 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Responsibilities

Qualifications

Qualifications

Minimum Qualifications:
- +3 years of experience in e-Commerce operations, category management, customer experience, or a related field
- Interest in or familiarity with vertical category dynamics, buyer protection, or after-sales policy
- Strong attention to detail and structured thinking - able to design clear, consistent policy frameworks
- Comfortable working with data to identify trends and support decision-making
- Collaborative and proactive - able to work effectively with cross-functional partners including category teams, CS, and product

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Size: 10,000+ employees
Industry: Technology: Consumer Internet

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