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About the Role

As Director, Marketplace Policy, you will own StubHub’s strategy for making high-stakes marketplace decisions at scale. You will establish the frameworks, systems, metrics, and governance that determine how StubHub balances buyer experience, seller experience, marketplace growth, risk, and financial performance. Your mandate is to move StubHub from policies that can rely on manual judgment, fragmented decision-making, or blunt operational controls toward a coherent decision architecture powered by data, machine learning, experimentation, and configurable risk controls. This is a highly visible leadership role where you will personally own the Marketplace Policy strategy and make recommendations on some of the company's most difficult marketplace tradeoffs, working closely with senior leaders across various departments.

Responsibilities

Set the Marketplace Policy Strategy
Define the long-term strategy and prioritized roadmap for Marketplace Policy across StubHub.
Establish clear principles and decision frameworks for balancing buyer outcomes, seller outcomes, marketplace growth, risk, and P&L performance.
Define the metrics and success criteria used to evaluate marketplace policy decisions and system performance.
Build alignment among senior leaders around how StubHub should approach different categories of marketplace risk.
Identify opportunities for Marketplace Policy to become a source of competitive advantage rather than simply a mechanism for avoiding downside.
Develop a clear understanding of long-tail marketplace risks and ensure they are reflected in product and business strategy.
Build Intelligent Marketplace Decision Systems
Own the system-level product architecture across listing risk, policy abuse, transaction risk, payment decisioning, seller fault, seller charges, and related policy systems.
Partner with Engineering and Data Science to develop high-quality machine learning and decisioning capabilities that improve the precision of marketplace interventions.
Design systems that continuously improve as new data, marketplace behavior, and outcomes become available.
Replace broad or manual controls with scalable systems capable of making differentiated decisions across events, sellers, buyers, transactions, and risk profiles.
Ensure policies and models work together as a coherent architecture rather than as independent point solutions.
Create clear mechanisms for measuring false positives, false negatives, customer consequences, and financial consequences across major decision systems.
Create Precise Risk Controls
Give executive leadership clear, responsive levers for increasing or decreasing risk exposure for particular events, time periods, customer segments, or marketplace conditions.
Build frameworks that make the financial and customer consequences of changing those controls explicit.
Develop early-warning mechanisms and monitoring for emerging marketplace risks.
Lead the policy response to unusually large, complex, or high-risk events and cohorts.
Ensure the business can respond quickly to changing conditions without defaulting to blunt controls that unnecessarily constrain supply or degrade customer experience.
Make Buyer and Seller Decisions More Transparent
Establish clear, explainable frameworks for determining responsibility when transactions do not go as planned.
Lead the evolution of seller fault attribution, buyer compensation, policy abuse detection, seller charges, and related marketplace rules.
Improve consistency in how similar cases are treated across products, geographies, and operational workflows.
Design policies and systems that make important marketplace decisions understandable to internal teams and, where appropriate, buyers and sellers.
Build configurable decision frameworks that can evolve without requiring major operational or technical intervention each time policy changes.
Own the Economics of Marketplace Policy
Develop a rigorous understanding of how marketplace policy drives transaction losses, customer compensation, seller behavior, conversion, supply, retention, and other economic outcomes.
Partner closely with Finance, Analytics, Operations, and Data Science to develop forecasts, measurement frameworks, and investment priorities.
Make explicit recommendations about when StubHub should accept additional risk, introduce friction, change policy, or invest in new capabilities.
Quantify both the immediate financial consequences and longer-term marketplace effects of major policy decisions.
Help the organization make more precise tradeoffs when financial targets require changes to marketplace behavior.
Lead High-Stakes Cross-Functional Decisions
Serve as the single-threaded leader for complex Marketplace Policy questions in which multiple senior stakeholders have legitimate but competing objectives.
Develop the evidence, analysis, and recommendation when a decision requires a material change in StubHub’s approach to marketplace risk.
Present decisions and recommendations clearly to senior and executive leadership.
Create clarity around decision rights, governance, escalation paths, and ownership across Product, Operations, Engineering, Data Science, Finance, Supply, Legal, Compliance, and Customer Experience.
Influence the company’s overall risk appetite by making the available tradeoffs, consequences, and control mechanisms explicit.
Maintain a strong and defensible point of view while remaining willing to update decisions as new evidence emerges.
Expand the Marketplace Frontier
Identify opportunities where better policy and decision systems can simultaneously improve buyer trust, seller participation, and marketplace economics.
Explore how stronger identity, behavioral understanding, risk modeling, and differentiated treatment of marketplace participants can unlock new capabilities.
Identify unique supply or marketplace dynamics where policy innovation can create strategic advantage.
Build a multi-year view of how increasingly sophisticated marketplace intelligence can create non-linear improvements in StubHub’s business.

Requirements

10+ years of experience across product management, marketplace strategy, risk, trust and safety, fintech, fraud, payments, operations technology, decision science, or another systems-intensive environment.
Personally owned a high-stakes risk, policy, or decisioning system where false positives and false negatives created meaningful customer, commercial, and financial consequences.
Demonstrated success designing or scaling decision systems that materially influence customer, marketplace, or platform behavior.
Exceptional analytical and economic judgment, with the ability to reason rigorously about incentives, expected value, risk, and second-order effects.
Strong product and systems thinking, with experience designing how models, rules, policies, workflows, and human judgment interact within a complex operating system.
Deep fluency with data and quantitative decision-making; comfortable partnering closely with Data Science on predictive models, experimentation, measurement, and model performance.
Experience making consequential decisions in ambiguous environments where sophisticated stakeholders have competing objectives.
Proven ability to communicate contested recommendations to senior executives, build alignment, and hold a well-supported position under pressure.
Strong commercial and financial judgment, including experience owning or materially influencing a P&L, loss line, risk portfolio, or comparable business outcome.
Experience working across Product, Engineering, Data Science, Operations, Finance, Legal, Compliance, and commercial teams.
Ability to move fluidly between long-term strategy and detailed work on an individual model, decision rule, policy, workflow, or experiment.

Skills

Marketplace Policy Strategy
Decision Frameworks
Metrics and Success Criteria
Risk Management
Machine Learning
Decisioning Capabilities
Risk Controls
Policy Abuse Detection
Seller Fault Attribution
Buyer Compensation
Transaction Risk
Payment Decisioning
Data Analysis
Quantitative Decision-Making
Product Management
Systems Thinking
Economic Judgment
Financial Judgment
Cross-Functional Leadership

Location

New York, NY
Century City, CA

Work Type

Hybrid (3 days in office / 2 days remote)

Experience Level

10+ years of experience

Salary/Compensations

$325,000—$340,000 USD

Benefits

401k
Premium Health, Vision, and Dental Insurance options
Accelerated Growth Environment
Autonomy to lead experiments and tests on a massive scale
Competitive base, equity, and upside
Unlimited Flex Time Off
Paid parental leave

About the Company

StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere.
Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies.
With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences.
Come join our team for a front-row seat to the action.

Equal Opportunity

We are an equal opportunity employer and value diversity on our team.
We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.