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Role overview
Global Customer Protection Operations (GCPO) safeguards eBay’s marketplace by resolving complex protection cases, enforcing policies, and mitigating fraud and abuse to maintain buyer and seller trust. In this role as Customer Protection Operations Manager, you will lead internal frontline leaders and specialists while serving as the primary GCPO point of contact for our partner location in Malaysia, ensuring alignment to GCPO standards, operational performance, and risk controls across regions.
What you’ll do
Lead and coach internal team leaders being responsible for specialists who review accounts for policy compliance, healthy growth, risk mitigation and to stop fraud, along with appeals across claims, account integrity, and policy enforcement.
Own performance against targets (average handle time, accuracy/quality, customer satisfaction, risk outcomes) and drive consistent delivery through governance routines and coaching.
Act as GCPO’s liaison for Malaysia, building a strong cadence with partner leadership to align SLAs, quality standards, training, and critical issue protocols.
Partner cross-functionally with Risk, Legal/Compliance, Trust, Policy, and Product/Engineering to improve detection, case handling, and end-to-end escalation paths.
Refine policies, playbooks, and training to ensure globally consistent enforcement and fair outcomes for buyers and sellers, including localization support for South East Asia.
Manage incident response during fraud spikes or safety events; deploy targeted interventions by category, cohort, or region and coordinate rapid communication with partners.
Drive continuous improvement via data insights, QA calibration, workflow/tool enhancements, and operational readiness across remote and hybrid teams.
Support partner governance (QBRs/MBRs, scorecards, calibration) with the GCPO Partner Ops team at the Malaysia partner location, tracking performance, quality trends, and remediation plans.
Foster a culture of transparency, inclusivity, and accountability aligned with eBay’s commitment to marketplace integrity and customer trust.
Ideal background
Experience leading operations in Trust & Safety, risk/fraud, compliance, or customer protection at scale.
Strong analytical and decision-making skills, comfortable with data, case tooling, and ML/rule-based detection ecosystems.
Proven ability to coach leaders, manage change, and collaborate across global, cross-functional teams and partner sites.
Vendor/partner management experience, including performance governance, quality frameworks, and escalation management.
What you will accomplish
Elevate internal leadership performance through clear expectations, measurable goals, and coaching that unlocks peak team results.
Implement and refine protocols that improve speed and quality of case resolution while reinforcing GCPO policy adherence.
Translate insights into strategy, collaborating across functions to build durable customer trust and risk mitigation.
Shape and deliver GCPO initiatives that proactively address evolving member needs, industry trends, and regional nuances.
Cultivate an inclusive environment where team members grow and contribute to continuous process improvement.
Lead complex projects independently, defining scope and direction in dynamic, fast-changing settings.
What you will bring
5+ years of people leadership in customer service or operations; expertise in risk mitigation, fraud detection, or brand protection preferred.
Proficiency in data analysis and reporting, with a track record of applying insights for operational improvements.
Advanced project management and prioritization skills, with the ability to get results in ambiguous, fast-paced environments.
Strong communication, coaching, and relationship-building abilities across remote and hybrid teams and partner sites.
Tech-savviness with experience using Microsoft Office and customer service platforms; familiarity with case tooling and detection systems.
Flexibility for collaboration across global time zones, including governance cadences with stakeholders.
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