About this role
The Mission Every day, hundreds of millions of e-commerce transactions happen across our global marketplace. Our job? Make sure sellers can trust this platform with their business and that trust never breaks, even when things go wrong. We detect and prevent fraud at massive scale. We protect selling partners across dozens of countries. And when disruptions hit natural disasters, Tech/infrastructure failures, vendor outages, we keep operations running. This role puts you at the center of that resilience. What You'll Own: As the Program Manager for Business Continuity Management, you won't just maintain playbooks, you'll build the system that keeps a global operation standing when things break. Specifically, you'll: - Architect business continuity plans across sites and vendors, including Single Point of Failure (SPOF) analysis and vendor exit strategies - Lead incident response coordination — detection, triage, routing, escalation, and recovery during Sev2+ disruptions affecting thousands of employees globally - Run tabletop exercises and readiness drills with operational POCs across multiple international sites - Build governance frameworks for compliance, vendor risk, and operational resilience and expand their coverage across the organization - Partner cross-functionally with risk, compliance, operations, and technology teams to close gaps before they become incidents - Drive site capability analysis to identify vulnerabilities and design mitigation strategies that work at scale What Makes This Role Different - Real impact, not theoretical frameworks. You'll manage live incidents and lead the recovery in real time. - Global scope. Your work spans SPIV sites - You'll build from the ground up. This isn't a maintenance role. You're expanding coverage, creating new plans, and shaping how the organization thinks about resilience. - Direct line to strategy. Your frameworks feed directly into organizational risk posture and operational planning. The Team: We're a compact, high-ownership group embedded within Selling Partner Identity Verification operations. Our backgrounds are diverse, risk management, operations, program management, compliance and that's by design. Complex problems need different lenses. We run lean, move fast, and don't hide behind process for process's sake. If you want a role where your work is visible, your decisions matter, and you're not buried three layers deep in an org chart, this is it. You'll Thrive Here If You - Get energized by ambiguity and building structure where none exists - Think in systems, connecting compliance, vendor risk, incident response, and operational continuity into a single resilience model - Communicate crisply across levels, from analysts on the ground to senior leadership - Have a bias for action, you'd rather run a 70% solution now and iterate than wait for perfection - Bring experience in business continuity, incident management, risk management, or operational resilience (or a credible combination) Key job responsibilities • Spearhead, Design and execute Business Continuity strategy for manual, 3P vendors and API vendors, that set new standards for operational resilience focusing on effective response and recovery capabilities aligned with key metrics (RTO, RPO) • Transform our global operational framework by eliminating single points of failure through strategic planning and creative solution design • Lead cross-functional initiatives with Workforce Management, Global Process Strategy, Operations, and Leadership to build future-proof business models • Orchestrate regular tabletop training and exercises to prepare R&C for disruptions of varying severity • Leverage insights from drills, exercises, and real events to continuously improve our continuity programs • Conduct thorough Business Impact Analyses (BIAs) and formulate exit strategies • Manage and update all SPIV business continuity documentation, ensuring stakeholder alignment • Maintain clear communication on plan changes and dependencies with partners • Build and evolve our continuity programs using real-world insights and emerging best practices • Develop dynamic documentation systems that enable rapid response and adaptation to changing conditions • Foster a culture of preparedness and innovation across global teams