You will own the end-to-end governance of our marketplace, with full accountability for trust, safety, and compliance outcomes. You will build and scale mechanisms that detect, prevent, and eliminate bad actors, and ensure a high-quality, reliable experience for customers. This role requires strong judgment, deep dive into data, and the ability to translate complex regulatory and risk requirements into simple, scalable operational systems.
This role is critical to achieving our ambition to be the most trusted and leading marketplace. You will define input and output metrics for marketplace health, identify gaps and failure modes, and drive continuous improvements through automated, enforceable solutions. You will be expected to operate at both strategy and execution levels, owning problems end-to-end and delivering measurable results.
You will work closely with Business, Customer Service, Seller Support, Legal, and Product teams to build durable processes, enforce high standards, and continuously raise the bar for seller quality and customer trust.
Key Responsibilities
- Merchant Governance & Enforcement: Design and continuously refine policies for content safety, IP protection, and counterfeit goods while building a scalable, tiered enforcement framework (detection → action → appeal → feedback loop) with automation to proactively identify and remove bad actors.
- Product Information Compliance: Establish and enforce listing governance standards (category accuracy, brand usage, content quality) through a dual-track system combining proactive audits (AI/manual) and reactive reporting to improve overall listing integrity and reduce downstream issues.
- Fulfillment & Operational Integrity: Monitor and optimize delivery SLAs, logistics performance, abnormal order handling, and inventory health by partnering cross-functionally to ensure consistent on-time fulfillment and operational reliability.
- Service Experience & Consumer Protection: Define, enforce, and optimize pre-sale and after-sales service standards, including response and resolution SLAs, while improving dispute handling processes in alignment with EU consumer protection regulations.
- Pricing & Marketplace Fairness: Build and implement mechanisms to detect and prevent price gouging, fraudulent pricing behaviours, and manipulation tactics (e.g., low-price/high-shipping) through data-driven monitoring and automated interventions.
- Transaction Risk & Abuse Prevention: Develop end-to-end risk control systems addressing fake orders, promotion abuse, and financial arbitrage while ensuring full compliance with GDPR and NIS2 data handling requirements.
- Unified Merchant Governance Strategy: Create a comprehensive merchant governance framework including credit scoring, dynamic tiering, and differentiated incentives/penalties to improve seller quality, remove underperforming merchants, and drive ongoing compliance education.
Requirements
- Experience: 8+ years in e-commerce platform governance, risk, or merchant operations with at least 3 years of direct experience in the European market.
- Regulatory Expertise: Deep understanding of EU regulations including DSA, GPSR, GDPR, and Consumer Protection Directives with the ability to translate legal requirements into operational policies.
- System Building: Proven ability to independently design and scale end-to-end governance systems from policy definition to operational execution and continuous optimization.
- Data & Analytics: Strong analytical capabilities with experience leveraging data to inform strategy, detect risks, and drive measurable improvements in marketplace quality.
- Cross-Functional Leadership: Demonstrated ability to collaborate effectively with Product, Legal, Business, Customer Service, and Seller Support teams in complex, global environments.
- Communication: Fluent English (written and spoken) with the ability to work seamlessly with European stakeholders and partners.
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