Exceptions Lead

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.About the team and the role:The Authentication team at eBay focuses on ensuring a trusted marketplace for buying and selling high-value items such as sneakers, watches, and handbags. This role sits within the exceptions function, which supports the authentication process by managing items that cannot be verified or have issues. As an Exceptions Lead based in West London, you will lead a team responsible for handling complex exceptions, improving workflows, and partnering with cross-functional teams including Customer Service, Product, Legal, and business verticals. The role reports into the exceptions manager within the authentication operations structure and plays a key part in maintaining buyer trust and supporting seller outcomes.What you will accomplish:Lead and develop a team managing authentication exceptions, supporting performance, growth, and collaborationOversee resolution of complex cases including unauthenticated items, missing components, quality concerns, and shipping issuesImprove workflows and processes to increase efficiency and consistency across exception handlingPartner with cross-functional teams to enhance buyer and seller experienceBuild and refine SLA reporting to track performance and identify improvement opportunitiesIdentify and implement process improvements to support operational effectiveness and customer outcomesContribute to ongoing evolution of the authentication program by supporting new categories and workflowsWhat you will bring:Experience managing exception-based operations, ideally within authentication or luxury goodsStrong people management skills with the ability to support team development and performanceAnalytical and problem-solving skills, with the ability to investigate and resolve issuesClear communication skills, both written and verbalAbility to work independently and adapt to changing workflows and prioritiesExperience using standard tools such as spreadsheets, word processing software, and collaboration platforms (e.g., Slack)High attention to detail, organization, and a focus on process improvement and executioneBay BenefitsCompetitive SalaryOn-target Yearly Bonus Plan25 days annual leaveEducational AssistanceHealthcare Plan & Life AssurancePension PlanSabbatical every 5 years…. plus lots more!!https://ebaybenefits.com/gbr/candidate.htmlIf this sounds like the job for you, then apply now! #LI-AV1#LI-Remote#indeedEMEAAdditional DetailseBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. We use cookies to enhance your experience and may use AI tools for administrative tasks in the hiring process. To learn how we handle your personal data and use AI responsibly, please visit our Talent Privacy Notice, Privacy Center, and AI Hiring Guidelines.