The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.
We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.
You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.
Global e-Commerce Governance and Experience (GNE) keeps the marketplace safe and trustworthy for buyers, sellers, and creators alike. Platform-wide policy and enforcement establish and protect baseline marketplace integrity.
Within GNE, the Governance Solutions and Experiences team has two core mandates: 1) Provide Governance Solutions to address trust, quality, and operational challenges unique to specific industries, categories, user segments, and critical scenarios that platform-wide controls do not fully resolve. 2) Improve Seller and Creator Experience to ensure governance minimizes friction for legitimate businesses-empowering sellers and creators to clearly understand governance requirements, operate compliantly, and grow sustainably. Together, these workstreams enhance customer experience while supporting business growth.
We are looking for a GTM Policy Program Manager to drive policy awareness and compliance across the U.S. e-Commerce ecosystem. This role will develop scalable education strategies and initiatives to help merchants and industry stakeholders better understand and navigate platform policies. Working cross-functionally with Product, Governance, and Operations teams, you will leverage data and AI-driven solutions to improve policy understanding, merchant experience, and overall ecosystem health.
Responsibilities:
- Serve as the primary point of contact for policy education initiatives targeting industry stakeholders and merchants in the U.S. e-Commerce market. Develop and deliver education strategies covering common compliant and non-compliant scenarios involving merchants, products, and creators. Drive policy awareness, understanding, and adoption, while improving key outcomes such as merchant satisfaction, policy understanding rates, and CCR.
- Design and execute targeted education programs and strategic initiatives addressing key violation and non-violation scenarios. Own the end-to-end process, including pre-incident strategic communication and risk assessment, in-incident monitoring and documentation, and post-incident remediation guidance, follow-up, and case consolidation.
- Translate policy requirements and governance insights into actionable guidance that helps merchants prevent violations and improve compliance.
- Establish and continuously improve measurement frameworks, data dashboards, and AI-powered tools to support policy education and compliance initiatives.
- Define and monitor key performance indicators, ensuring visibility into both business outcomes and operational effectiveness. Enable industry stakeholders to independently access and analyze individual and bulk merchant violation cases, identify improvement opportunities, and obtain actionable remediation recommendations.
- Partner closely with Product, Algorithm, Governance Operations, and e-Commerce teams to identify business needs, align priorities, and translate policy education requirements into scalable solutions.
- Lead cross-functional project planning and execution, ensuring effective stakeholder alignment, timely delivery, and measurable business impact. Minimum Qualification(s)
- Bachelor s degree or equivalent practical experience; 3+ years of professional experience in product strategy, operations, governance, or consulting.
- Hands-on experience in governance, trust and safety, moderation, or policy enforcement within an e-Commerce marketplace or digital platform, with a proven ability to balance customer experience with business growth.
- Strong problem-framing capabilities, with the ability to translate ambiguous industry or category challenges into structured problem statements, target populations, actionable solution paths, and measurable business outcomes.
- Ability to synthesize quantitative data and qualitative insights (customer feedback, user research, case studies) into well-supported priorities and decisions. Demonstrated experience in defining outcome metrics, baselines, guardrails, A/B experiments, and post-launch evaluation.
- Demonstrated ability to lead complex cross-functional initiatives through influence, align stakeholders with competing priorities, navigate strategic trade-offs, and drive work from diagnosis to measurable results.
- Experience developing and executing go-to-market (GTM) strategies for new products, programs, or operational changes, including launch readiness, merchant/creator enablement, adoption, and post-launch iteration.
- In this role, you will be collaborating extensively with partner teams and directly presenting to leadership teams based in China and across APAC. This collaboration is necessary to support the strategy alignment and drive improvement to the category governance team. Fluency in Mandarin and English is required for this role, including an ability to communicate business terminology with ease.