Senior Manager, Trust & Safety

📋 Description

• Contribute to and guide the strategic vision for Trust & Safety, converting team priorities and risk insights into measurable OKRs and actionable operational roadmaps.

• Directly oversee Trust & Safety Leads, mentoring and developing them to cultivate a high-performing, accountable organization with a strong commitment to KPIs, quality, and service standards.

• Own the comprehensive risk mitigation strategy across Critical Response, Compliance, and Claims, ensuring scalable, consistent, and defensible decision-making frameworks.

• Utilize data to pinpoint trends, anticipate emerging risks, drive operational enhancements, and provide regular updates to the Director and other stakeholders.

• Collaborate cross-functionally with Legal, Product, Engineering, Operations, and CX leadership to shape policies, influence product and technology decisions, and deploy scalable risk mitigation solutions that align with strategic Trust & Safety objectives and operational efficiency.

• Enhance operational scale and efficiency by identifying systemic gaps and spearheading initiatives across tooling, automation, and process optimization.

• Manage high-severity incidents and escalations, ensuring executive visibility, clear communication, and effective resolution.

• Ensure adherence to legal and regulatory standards, proactively adjusting to evolving requirements to minimize organizational risk exposure.

• Foster a culture of sound judgment, accountability, and continuous improvement, elevating the standards for decision quality and risk ownership throughout the team.

• Lead change management initiatives, steering the department through process, policy, and structural transformations.

⛳️ Requirements

• Over 5 years of experience in Trust & Safety, Risk, or a related field, with increasing levels of responsibility and ownership.

• More than 3 years of experience in people leadership, including managing team leads or managers.

• Proven capability to operate at both strategic and tactical levels, establishing vision while driving execution.

• Strong analytical mindset with experience leveraging data to influence decisions and drive business results.

• Experience collaborating cross-functionally with senior-level stakeholders in Legal, Product, and Operations.

• Exceptional communication skills and executive presence, with the ability to influence and build consensus among stakeholders.

• Demonstrated capacity to scale processes, teams, and systems in a fast-paced environment.

• High level of sound judgment and the ability to navigate complex, high-risk scenarios with confidence.

• Familiarity with CRM tools such as Salesforce and risk management tools including consumer reporting platforms and identity verification software.

🏝️ Benefits

• Competitive compensation packages.

• 100% covered health insurance premiums for yourself.

• 401k with company match.

• Tuition and student loan repayment assistance (yes, Roadie will contribute directly to your existing student loans!).

• Flexible work schedule with unlimited PTO.

• Monthly 3-day weekends.

• Monthly WFH stipend.

• Paid sabbatical leave - tenured team members receive time to rest, relax, and explore.

• The technology you need to get the job done.