eBay managed payments migration

Driving success in eBay’s managed payments migration

When eBay set out to transition sellers from PayPal to a direct bank account system with managed payments, it was a massive global effort. We needed to migrate over 18 million sellers across 190+ countries. It was a big deal—not just for eBay’s operations but for every seller on the platform. As a content designer on the global go to market payments team, I had to ensure sellers had the information they needed, analyze the voice of customer and advocate where needed, and help them navigate the change confidently.

The key to success was listening to the voice of the customer. Customer feedback shaped everything—from the messaging to the resources we provided, including FAQs, emails, and educational guides. It wasn’t just about informing them; it was about building trust in the new system.

I also worked closely with teams across eBay—product, customer service, compliance—to ensure the content matched the product experience and met global standards. Consistency was crucial, especially since this was a worldwide rollout.

In the end, the results were better than we could’ve hoped. We completed the migration two months ahead of schedule and hit our $2 billion GMV goal a full year early. It was a great example of how putting customers first and crafting strategic, insight-driven content can make a complex transition smoother and more successful.

Check out the video to learn more.