Director, Trust & Safety Investigations and Response

Turo

27d•$150,000 - $188,000•Hybrid

About The Position

Turo is evolving, creating new opportunities to reshape the future of the peer-to-peer marketplace. As we invest in new technologies and expand our global footprint, we are looking for an accomplished Director of Marketplace Safety to lead the charge in protecting our community and their assets. This is a high-stakes leadership role based in Phoenix, AZ, reporting directly to the Vice President of Trust & Safety. You will be the primary architect of Turo’s auto crime mitigation and asset protection strategies, leading the teams responsible for complex investigations, law enforcement relations, and specialized vendor operations across the United States.

Requirements

Domain Expertise: 10+ years of experience in Trust and Safety, Investigations, Risk Management, or Safety Operations.
Organizational Leadership & Development: 8+ years of experience leading teams, with a proven ability to develop managers and oversee large-scale vendor-supported operations.
Asset Risk Literacy: Deep understanding of criminal behavior and the ability to oversee complex recovery strategies and legal procedures for community-owned property.
Strategic Liaison: A proven track record of successful collaboration with law enforcement agencies and an understanding of legal procedures.
Analytical Rigor: Sharp attention to detail with the ability to translate complex data sets into strategic recommendations and measurable outcomes.
Communication Mastery: An outstanding communicator capable of influencing stakeholders across global locations and presenting high-level narratives to the executive suite.
Resilience: The ability to remain calm and decisive in high-pressure, ambiguous, or emergency situations.

Nice To Haves

Advanced Credentials: Advanced degrees or relevant professional certifications such as Certified Fraud Examiner (CFE), CPP, or similar investigative credentials.
Platform Expertise: A background in two-sided marketplaces or mobility platforms with a deep understanding of the unique risks associated with both supply (hosts) and demand (guests).
Technical Tooling Proficiency: Direct experience leveraging risk-specific data and tools including skiptracing software, telematics, and specialized vehicle recovery services.

Responsibilities

Strategic Leadership: Direct the development and execution of Turo’s investigations framework, criminal incident protocols, and law enforcement response initiatives.
Operational Excellence: Lead and mentor a high-performing team of managers and specialists, building scalable, tech-enabled processes to handle volume as the marketplace grows.
Budget and P&L Ownership: Manage the budget and P&L for the team, tools, and a complex network of vendors (including specialized contract investigators, repossession services, and specialty roadside providers) to ensure industry-leading recovery rates for our hosts.
Industry Engagement: Stay ahead of emerging risks and auto crime trends by actively connecting with the industry through professional associations, safety conferences, and peer networks.
Global Collaboration: Partner with the International Trust & Safety group to harmonize strategies, leveraging global insights to improve local enforcement.
Training and Capability Building: Design and implement advanced training programs to sharpen investigative techniques and institutionalize safety knowledge.
Executive Reporting: Transform complex data into clear narratives for senior leadership, providing actionable insights on crime trends, policy gaps, and technological needs.
Cross-Functional Influence: Work closely with Product, Legal, Business, and other departments to build "safety-by-design" features that proactively deter theft and facilitate rapid incident response.

Benefits

Competitive salary, equity, benefits, and perks for all full-time employees
Employer-paid medical, dental, and vision insurance (Country specific)
Retirement employer match
Learning & Development stipend to invest in your professional development
Turo host matching program
Turo travel credit
Cell phone and internet stipend
Paid time off to relax and recharge
Paid holidays, volunteer time off, and parental leave
For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activities