About this role
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.
You will own governance solutions end-to-end for category-specific and scenario-driven challenges. You will identify key trust barriers that influence customer purchase decisions, design targeted intervention strategies, and lead product and operational solution delivery from initial diagnosis through launch, go-to-market (GTM) execution, and continuous iteration.
This is an end-to-end solution ownership role. You will bring Policy, Product, Operations, and Business partners together early to identify trade-offs, align on priorities, and co-build comprehensive solutions. You will own the solution from problem diagnosis through execution and iteration, with success measured by improved customer experience and NPS, while reducing unnecessary friction for legitimate merchants and creators.
Responsibilities:
- Identify and diagnose trust, compliance, and user experience challenges specific to industries, categories, critical shopping scenarios, and key seller or creator segments.
- Establish governance solution strategies and outcome frameworks. Define baselines, success metrics, and guardrails; size business opportunities; and prioritize initiatives based on customer impact, commercial value, risk exposure, governability, and feasibility.
- Lead cross-functional delivery from category standard-setting and solution design to policy updates, product iterations, and business engagement to elevate user experience. Orchestrate collaboration across Governance, Experience, Product and Category Management teams to ensure milestone delivery and target outcomes.
- Own go-to-market (GTM) strategy and adoption. Formulate comprehensive rollout plans, align operational readiness, drive seller and creator understanding and compliant participation, and translate governance improvements into visible, credible customer trust.