Director, Seller Experience & Trust - #19529244


Date: Feb 23, 2021
City: San Francisco, CA
Contract type: Full time

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The Commerce Operations team ensures Sellers achieve success and Buyers can transact seamlessly through trusted connections on Facebook's family of Apps. Social Commerce is the future of online purchasing and we are at the forefront of creating, building and scaling that experience for our billions of users. We are seeking a leader to build and lead our Seller Experience and Trust organization. This individual will assume management responsibilities as it pertains to Seller Onboarding, Seller Health, Growth opportunities for Sellers, 1:1 support, along with programs that enable Sellers to provide exceptional customer experiences for their buyers.

Director, Seller Experience & Trust Responsibilities

  • Build strong global cross functional relationships across Product, Marketing, Partnerships and Engineering

Create programs to ensure seller and buyer loyalty geared towards retention

Manage Seller Performance end-to-end. Including but not limited to how we measure seller performance, what we do with that data to improve performance and what are the levers we can pull

Identify key areas of improvements as it pertains to the Seller Lifecycle

Manage a team of high touch Account Managers to support strategic partners

Measure and responsible for Seller Sentiment

Service Sellers as their journey unfolds, meet them where they are

Build and manage a global team with high engagement and retention


Minimum Qualifications

  • 10+ years of experience in commerce and technology

10+ years experience leading and developing teams

Operational and Customer Service skills

Experience building and executing against KPI's

Communication skills and executive presence

Experience working with global teams

Success in working across large matrixed organizations

Experience talking with sellers in high pressure situations


About the Facebook company

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.

Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at

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