Trust and Safety Manager

Job Summary

As the first dedicated leader of Trust & Safety, the full-time remote Senior Manager will define trust protocols, build a team, and develop systems to ensure a safe and reliable marketplace, collaborating across departments to enforce policies and respond to trust-breaching incidents.

Key responsibilities

• Define trust at the organization and develop protocols for identifying and responding to trust-breaching customer experiences
• Hire, lead, and scale a Trust & Safety team focused on policy enforcement and dispute support
• Establish processes for monitoring trust incidents and prepare reports on the overall state of Marketplace Trust

Required qualifications

• 10+ years of experience in Trust & Safety or comparable roles in Operations, Product, or Compliance, with at least 3 years in program design and implementation
• Proven track record of building and leading high-performing teams, particularly in high-volume escalations and policy enforcement
• Hands-on experience in designing dispute resolution processes from the ground up
• Exceptional judgment and decisiveness in high-stakes situations
• Completion of a 4-year accredited college program; advanced graduate study preferred