Senior Manager, Technology Operations - WFS Strategy & Analytics

We’re looking for a strategic, analytically strong problem solver to help shape some of the most important decisions across Marketplace post-purchase. This role sits at the intersection of strategy, analytics, operations, product, and customer experience — using data not just to explain what happened, but to identify opportunities, diagnose root causes, and influence what we do next. The right person is equally comfortable working through an ambiguous business problem, digging into the data, and translating the findings into a clear recommendation for senior leaders.

About the team:
Our team focuses on the post-purchase experience across Marketplace, including areas such as returns, refunds, cancellations, recovery, reverse logistics, seller performance, and customer experience. We work on complex problems that cut across multiple organizations and large datasets. We help shape product strategy by defining high-value use cases, sizing opportunities, and translating business needs into product direction. We partner closely with Product, Operations, Finance, Data Science, Engineering, and other analytics teams to turn those questions into measurable actions.
What you'll do:
Own ambiguous, high-impact business problems from initial question through recommendation and execution.
Develop hypotheses and analytical frameworks that turn broad questions into structured, testable analyses.
Launch new product features and capabilities.
Use data to uncover trends, identify root causes, segment behavior, quantify opportunities, and evaluate tradeoffs.
Write SQL and work with large datasets to independently investigate business questions rather than relying solely on pre-built reporting.
Build business cases and size opportunities, including financial, operational, customer, and seller impact.
Partner with Product, Operations, Finance, Data Science, and Engineering to turn insights into changes in products, policies, and processes.

What you'll bring:
Strong structured problem-solving skills.
Strong analytical skills, including the ability to interrogate data, recognize patterns, test hypotheses, and distinguish correlation from meaningful business drivers.
Working proficiency in SQL and comfort independently analyzing large datasets. Experience with visualization or analytical tools is helpful.
Strong business judgment and the ability to connect analytical findings to customer, operational, and financial outcomes.