Lynda brings a trusted customer experience to over 100 million users. She leads all aspects of trust in eBay’s marketplace, including buyer and seller protection, risk management, fraud mitigation and trust policies.
Early in Lynda’s eBay career, she was asked to form a team to restore customers’ trust by resolving problems when something went wrong. It was a daunting, complicated challenge to say the least: Protecting people on the world’s largest marketplace which is critical to the company’s growth and competitive position. In reading emotional comments from angry customers, Lynda was inspired to immediately do right by them and to deliver ‘retail-like’ trust to eBay buyers and sellers.
A problem this big and complex required a team of smart, courageous and innovative thinkers who were willing to take well-reasoned risks every day. Through a combination of agile development and the human touch of customer service teammates, the team launched a trial solution within weeks. Later that year, the full-scale eBay Buyer Protection program was launched to millions of customers. The program has improved customer retention, purchases and loyalty. And it is driving new customers, brands and retailers to eBay – bringing record inventory with more than 450 million items listed on the site worldwide.
Lynda managed the stress of the team by reminding people of the team motto: “No freaking out, we’re all in this together.” She fosters an environment where people are rewarded for being bold and taking smart risks. They know their leaders stand behind them.
Lynda believes that sharing her experiences helps others feel less alone in their challenges. As a mom, Lynda is attuned to the balancing act of integrating a rewarding and inspiring career and a rich personal life. During her worldwide travel she frequently meets with local women's groups to candidly share her stories and perspective.
Lynda received a BA in Mathematical Sciences and Music Performance from the University of California, Santa Barbara, and an MBA from Stanford’s Graduate School of Business. She has served on the boards of several non-profit organizations improving the educational experience of young people.