Operations Work Lead Senior providing hands - on operational support within PNC's CCLO Centralized Booking. Accountable for workflows, leadership, and process improvement in a fast - paced environment.
About the role
- Customer Protection Operations Manager overseeing resolution of high-impact protection cases at eBay. Leading initiatives to optimize customer trust and collaboration across global teams.
Responsibilities
- Champion customer trust and risk mitigation by guiding team leaders who oversee resolution of high-impact protection cases and escalations.
- Lead results-driven initiatives to optimize key metrics—including time-to-resolution, accuracy, customer satisfaction, and risk outcomes—for lasting marketplace integrity.
- Collaborate cross-functionally with teams across Trust & Safety, Payments/Risk, Legal/Compliance, and Product/Engineering to improve fraud detection, case protocols, and escalation efficiency.
- Refine and implement globally consistent policies, playbooks, and training frameworks that deliver fair outcomes for eBay’s diverse community.
- Manage incident response during fraud spikes or major safety events, deploying targeted interventions by category, cohort, or region to protect users.
- Drive ongoing improvement through data analytics, QA calibration, and workflow/tool enhancements—identifying opportunities to innovate in remote and hybrid settings.
Requirements
- Demonstrated experience leading operations in trust & safety, risk/fraud, compliance, or customer protection, preferably at scale.
- Sophisticated analytical skills and decision-making capability; adept at leveraging data, processes, and detection technologies to inform actions.
- Proven ability to coach, mentor, and develop managers in a dynamic and inclusive team environment.
- Strong collaboration and change leadership across global, cross-functional stakeholder groups.
- Skilled in optimizing case management workflows, tooling, and performance metrics in both virtual and on-site environments.
- Flexibility to manage in hybrid or remote settings, with openness to occasional travel and shift adjustments as needed for global coverage.
Benefits
- full range of medical, financial, and/or other benefits including 401(k) eligibility and various paid time off benefits such as PTO and parental leave
- targeted bonus
- restricted stock units
Job title
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Experience level
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Degree requirement
No Education Requirement
Location requirements
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