Senior Manager, Trust & Safety

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Create definitional protocols to identify customer experiences that breach trust and recommend optimal response strategies along with communication methods.

• Turn policies into actionable steps by developing SOPs, response scripts, and centralized tracking systems for the team.

• Recruit, lead, and expand a Trust & Safety team responsible for enforcing policies, providing dispute support, and ensuring network health compliance.

• Implement processes for monitoring the types and frequencies of trust-breaching incidents, and prepare periodic reports for leadership regarding the overall state of Marketplace Trust.

• Formulate Trust Policies to govern marketplace participation by Restaurant Partners and other critical third parties to enhance customer experience, and develop internal training and monitoring processes to ensure adherence to these policies.

• Oversee and stay updated on product feature benchmarking against relevant comparator companies, remaining knowledgeable about evolving marketplace Trust standards and best-in-class Trust solutions and communication strategies in both B2C and B2B environments.

• Serve as the internal advocate for the evolution of Trust and Safety in conjunction with AI adoption, ensuring our vision for AI aligns with consumer sentiment and safety.

• Set clear boundaries and shared standards across Sales, Marketing, Operations, and Product to guarantee consistent and seamless policy enforcement.

• Acquire or quickly develop expertise in health and safety expectations in food and third-party delivery to advise on marketplace strategies and potential product signals or features that help build customer Trust in quality and safety.

• Act as a liaison between legal compliance functions and product team members as the regulatory landscape for third-party food platforms and delivery companies evolves.

• Provide support to Fraud and Security Teams as needed to create Trust-building back-end strategies and front-end requirements or UX features.

• Offer experienced, best-in-class advice on response strategies for trust-breaching incidents, including collaborating on communications with key Enterprise customer stakeholders or National-scale Restaurant Partner brands.

• Lead internal fact-gathering efforts as necessary to support legal investigations into actual or potential disputes arising from trust-breaching incidents or escalations, including liaising with Public Health agencies when required.

• Occasionally attend and potentially participate in external Trust and Safety/Marketplace Risk Conferences and other industry events.

⛳️ Requirements

• A minimum of 10 years of relevant experience in Safety & Trust or a comparable Operations, Product, or Compliance role within a Technology Company, with at least 3 years of primary ownership of Trust and Safety program design and implementation.

• At least 5 years of experience in directly hiring, managing, and developing front-line teams focused on high-volume escalations, disputes, and policy enforcement.

• Demonstrated success in tackling complex problems with a customer-centric approach and building or launching successful solutions that have a measurable positive impact on the business.

• Strong background in designing and scaling dispute resolution and appeals processes from inception.

• Previous experience in assessing and/or designing audit functions for compliance monitoring is advantageous.

• Excellent work ethic, a willingness to learn, attention to detail, along with exceptional written and verbal communication skills.

• The ideal candidate will be proactive and eager to immerse themselves in understanding ezCater’s expanding and diversifying business, possessing outstanding judgment, discretion, and an understanding of risk management.

• Must be a self-starter who identifies knowledge gaps and is enthusiastically engaged in filling them through research from a variety of sources.

• A strong desire to ensure accuracy and solve problems is essential. Ideal candidates will possess practical business acumen, tested judgment, a high capacity for decisiveness in high-pressure situations, and a passion for the company’s success and all aspects of trust and safety.

• A completed 4-year accredited College program is required, with advanced graduate study preferred, particularly in a relevant field of study.

• Willingness to travel up to 5 days per quarter for Together Weeks, team gatherings, and other events as applicable.

🏝️ Benefits

• Competitive salary in the market.

• Stock options that you will contribute to increasing in value.

• 12 paid holidays.

• Flexible PTO.

• 401K plan with ezCater match.

• Health, dental, and FSA benefits.

• Long-term disability insurance.

• Resources for mental health and family planning.

• Opportunity for remote-hybrid work from our fantastic Boston office, your home, or a combination of both.

• A significant amount of responsibility and autonomy.

• Awesome co-workers.

• Employee meal program and many more perks when you’re in our office.