Part of what makes eBay unique are the mosaic of voices that contribute to our overall culture, from various backgrounds and walks of life, that lead to a better customer experience. In our Life at eBay series, we speak to employees from around the world on what it’s like to work at eBay through their eyes.
Throughout her 20-year career in the payment processing industry, Felicia Short has always focused on building community and keeping the customer top of mind. Now a director of payments compliance at eBay’s Austin office, Felicia shares below how her passion for people inspired her career journey and fuels her motivation for helping entrepreneurs succeed online.
As an active member of the Black Employees at eBay (BEE) community of inclusion, Felicia also examines how eBay empowers its employees to bring their true, authentic selves to work, each and every day.
We spoke with Felicia on her role at eBay, its impact on her life and more. Here’s what she had to share.
On her role at eBay: I joined eBay in 2015 to manage compliance with credit card processing in order to help eBay prepare for managed payments. When I came to the company, it was a great opportunity for me to manage compliance, but also to look at compliance through a different lens. Everything that I did when I joined eBay was all about the customer. My first remit here at eBay was consumer protection, which involved leading the payments compliance team. We ensure that the business understands the rules around the credit card, brands and our partner agreements. We must also work compliantly in order to build the products and services for payments.
Felicia in the managed payments section of the eBay Austin office
On why she stays at eBay: I've stayed at eBay because of the people and their dedication to our customers. Every day, my colleagues and I put our customer at the heart of everything we do — no matter if it's customer service or product-related. We rely on each other to make sure that things are running safely on our marketplace. It is a very unique place to be, and it's by far the best job I've ever had because we care. We truly care about our customers, and it's displayed all the way from the top to the bottom.
Felicia and a colleague at eBay’s Austin office
Felicia at eBay Austin’s Managed Payments department
On eBay’s impact on her family: eBay has impacted my family tremendously. I have two kids who just recently graduated from college, and my youngest is having trouble finding work as a result of the pandemic. eBay has given him a platform to make money during this transitional time in his life. Selling on eBay has always been one of the things we’ve loved to do together as a family — I love to shop, and he's a sneakerhead, so it works! For us, it’s been a great bonding experience.
In fact, my son was actually the one who introduced me to eBay years ago when he started selling his Nike Elite socks online for cash. So although he can't find a job right now, eBay has and continues to be his selling platform of choice and a steady source of income. He has an entrepreneurial spirit, and I think that eBay is a great springboard for him to grow and think about other business initiatives down the line.
Felicia and her son Anthony at his graduation
On eBay’s role during COVID-19: When we think about what's happening in the world right now, eBay has been truly resilient. We've been resilient for 25 years, and we will continue to be resilient for 25 years to come. This is because of our unique proposition to bring buyers and sellers together from the comfort and privacy of their own homes. Ecommerce doesn't require us to meet face-to-face, so we’re able to continue to do what we do best — provide economic opportunity for all, remotely.
eBay is helping people to put money in their pockets when jobs are being lost. It’s an opportunity for everyone.
On eBay’s leadership: We truly care about our customers at eBay, and that is seen at the top of the house. Our leadership leverages customer feedback through surveys, direct engagement and live calls to understand the customer point of view. When you have involved leadership like that, it feels really good. Not only are we living and breathing eBay every day, but we're living and breathing the customer experience because we are the customer.
On what she’s learned along the way: I love empowering people to buy and sell. I love to learn about the business, and I love to take the things that I've learned from other organizations and apply it to eBay in a way that is meaningful. I just love the company and all that we do here.
On fostering diversity at eBay: eBay gives me the opportunity to be whoever I want to be. It feels really good to be able to come to work every day and just be exactly who you are. And that's why I love being here. It’s in our cultural values to ensure that we are not only diverse and inclusive, but we empower people to speak up, share their own ideas and solve problems together.
For example, I’m a proud member of the Black Employees at eBay (BEE) group. BEE not only provides an opportunity for folks that look like me to talk about things that are relevant to us, but it also creates a space for us to enable each other and make our voices heard at eBay. It takes a village of people with different skills, different backgrounds, different understanding, and that's why it's important to be a part of a community of inclusion.
This is the first job that I've had that I feel like I can be myself. We embrace unique; we embrace different, and it's just amazing to feel that it's not just about my skin color being different. It's the difference in thought process, it's the difference in education and background. It's all of those differences that make us uniquely eBay.
Felicia at the 2019 MLK march in San Francisco
Explore careers at eBay at careers.ebayinc.com.