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 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