Senior Trust & Safety Manager
Job Summary
To build and maintain a safe and trusted marketplace, the full-time Senior Trust & Safety Manager will lead strategy and execution, develop policies and protocols, and hire and manage a Trust & Safety team in a remote environment.
Key responsibilities
- Define and implement trust protocols, including identifying trust-breaching customer experiences and optimal response strategies
- Develop SOPs and response scripts while monitoring trust-breaching incidents and reporting on marketplace trust status
- Lead the hiring and management of the Trust & Safety team, ensuring consistent policy enforcement across departments
Required qualifications
- 10+ years of experience in Trust & Safety or related fields, with at least 3 years in program design and implementation
- Proven track record of building and leading high-performing teams focused on dispute resolution and policy enforcement
- Experience in designing and scaling dispute resolution processes from the ground up
- Exceptional judgment and decision-making skills in high-stakes situations
- A 4-year accredited college degree is required; advanced study in a related field is preferred
Complete Job Description
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