The eBay Vault
Alternative Asset Acquisitions | Product Feedback
The eBay Vault is a high-security, climate controlled, facility where trading card collectors can store their valuable trading cards valued $250 or more. They control pricing when ready to sell and eBay fulfills the order streamlining investments and sales processes.
eBay’s press release for Vault Submissions launch here.
eBay’s press release for Trading Card Price Guide here.
Asset Management
Our team worked to acquire assets to grow the market share of one of eBay’s largest communities
User Experience & Product Feedback
Our campaign began as the Vault came out of Beta. We discovered gaps in user knowledge and experience
Our CEO Jamie Iannone, opened the all-hands with a shoutout to the Vault.
Customer Experience | Account Management
The Brief
Throughout the last six months of 2024, I managed a team of 6 contractors to raise awareness and create feedback loops based on community attitudes and behaviors. We worked towards scalable solutions to increase the number of assets under management without the need for employee intervention
196
Accounts Onboarded
Our team was given 20k contacts of eBay’s top trading card collectors. We conducted over 2,000 consultations resulting in these onboarded accounts
74k+
Assets Under Management Acquired
To be eligible for Vault submission, the asset must be a trading card, authenticated or graded by an approved grading company (PSA, CGC, etc.), and valued at $250 or more
$27m
Est. Total Asset Value Acquired
The average account brought on $137k in value with and average asset value of $975
My Team
Seller Acceleration
Customer Experience & Strategy | Project Manager
Managed 6 Client Success Managers – 6 Months
13 Sprints – 2 weeks per sprint
Teams involved:
Global Selling, Global Customer Experience, Sales Operations and Strategy, Product and Engineering; Logistics, Collectables, Authenticity Guarantee
Methodology
Campaign Management
The campaign was an outbound call and email campaign broken into two parts:
Product Feedback Loop
Through community interviews our team completed surveys to get a better understand attitudes towards the product and of the types of opportunities within the community.
Asset Acquisition
Over 2,000 consultations were conducted and sellers who asked to submit to the vault were then guided through the process. We used the product learnings to create scalable solutions to have a greater impact on asset traffic.
eBay’s booth at the National Sports Card Convention in Chicago 2023
Roadblocks and Challenges
Submissions, Product Listings, and Withdrawals
High Value Submissions (HVS)
Collectors with HVS were risk adverse due to the mail-in submission process. Working with product and engineering teams we created a automatic flagging system to address HVS collectors directly; reducing fraudulent value claims and schedule armored vehicle for some submissions with 6-figure values.
Product Listing Edits
Due to the complex nature of trading cards and their variations, we had information filling into incorrect fields. Our team worked with Global Customer Experience (GCX) and Product to create an edit approval process for assets already ingested.
Bulk Submissions
Collectors often submitted hundreds, sometimes thousands of individual assets at a time. The original template .csv was confusing and cumbersome for most collectors. The addition of AI assisted submissions reduced drop-off on Submission Checkout page. Read more about Scan to List here.
196
Accounts Onboarded
74k+
Assets Under Management
$27m
Est. Total Value Acquired
$100m+
Influenced in Ship-to-Vault and Vault-to-Vault transactions