Director of Product - Marketplace Policy

StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.
About the Team
The Admissions team owns the fan journey from purchase through venue entry. We orchestrate a real-time fulfillment network connecting sellers, partners, and systems to get buyers in reliably and delightfully. When things go wrong, we diagnose and resolve issues quickly through resilient systems, automation, and intelligent interventions that protect the buyer experience and strengthen marketplace trust.
Marketplace Policy sits at the center of some of the most consequential decisions in that ecosystem.
The team determines how StubHub manages risk and resolves situations in which the interests of buyers, sellers, and the business can come into conflict: which inventory should be allowed onto the marketplace, when seller friction is warranted, how responsibility is assigned when fulfillment fails, how legitimate buyer claims are distinguished from policy abuse, and how financial risk should be balanced against growth and customer experience.
Our ambition is not simply to manage these tradeoffs more effectively. It is to expand the frontier, building increasingly intelligent systems that improve buyer trust, reduce unnecessary seller friction, and strengthen marketplace economics at the same time.
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 portfolio will span areas including listing risk, buyer policy abuse, seller fault attribution, seller charges and non-payment, transaction risk, payment decisioning, and related marketplace policies.
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. You will personally own the Marketplace Policy strategy and make recommendations on some of the company's most difficult marketplace tradeoffs. You will work closely with senior leaders across Product, Engineering, Data Science, Operations, Supply, Finance, Customer Experience, Legal, and Compliance while serving as a trusted source of evidence and judgment when there is no obvious answer.
The right leader will combine exceptional analytical and economic judgment with product and systems thinking. They will be comfortable making consequential decisions under uncertainty, explaining those decisions to executives, and maintaining a clear point of view when sophisticated stakeholders disagree.
Location: Hybrid (3 days in office / 2 days remote) – New York, NY or Century City, CA
What You'll Do:
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.