Shop - Seller Governance Program Manager

Our E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build an e-Commerce ecosystem that is innovative, secure, and intuitive for our users.

Responsibilities:

• Collaborate with governance and experience teams to assist in designing e-Commerce platform policies across various domains, including seller, listings, intellectual property rights, content & creator, and customer experience policies.
• Support the creation of clear, user-friendly policy articles for external audiences.
• Develop detailed execution playbooks based on specific policy, and help track implementation progress.
• Contribute to ongoing improvements of seller-facing policies to enhance clarity, accessibility, and alignment with business goals.
• Assist in creating proactive monitoring and detection initiatives for policy violations, and support their ongoing optimization through data analysis.
• Support investigations and resolution of platform policy violations or process-related incidents.
• Build and maintain standard operating procedures (SOPs) to streamline issue handling.
• Coordinate cross-functional communications, and prepare basic case and data summaries related to policy and experience issues.

Requirements:

Minimum Qualifications:

• Bachelor's degree or equivalent.
• 5+ years of experience in related domains, including Strategy or Operations Management Consulting, Platform Governance, Trust and Safety Policymaking and Operations Management, or Ecommerce Strategy, Seller or Product Growth, Risk, Compliance, or Experience programs
• High Oral/Written proficiency in English and Portuguese is required for this role due to cross-functional collaboration with global teams.
• Strong interest in program coordination, stakeholder communication, and process improvement.
• Excellent stakeholder and program management skills, to influence cross-functional stakeholders and leaders to achieve results.
• Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment.