Director, Trust & Safety

Reverb•Chicago, IL

2d•Hybrid

About The Position

The Director of Trust & Safety is responsible for the protection of our marketplace—leading teams across fraud prevention, marketplace integrity, account security, and post-transaction risk management to keep our community safe and our platform trusted. You'll drive the strategy and execution behind detecting, preventing, and responding to fraudulent and abusive activity, partnering with Legal, Compliance, Finance, Payments, Product, and Engineering to build scalable solutions that reduce risk without compromising the customer experience. We're looking for a leader who brings structure to ambiguity, thinks strategically, and is genuinely passionate about developing people and building high-performing teams. If you thrive at the intersection of operational excellence and big-picture thinking, this role is for you. This role reports to the VP of Operations and is based in our Chicago, IL office.Hybrid team members are expected to work from our Chicago office 1-3 times per week, depending on team norms.

Requirements

7+ years in Trust & Safety, Fraud, or Risk, with 5+ years leading operational teams in a marketplace or e-commerce environment preferred.
Deep expertise in fraud prevention and abuse patterns, with a consistent record of improving operational efficiency through process improvements, tooling, and automation.
A clear, compelling communicator who can articulate strategy and trade-offs to senior leadership and influence cross-functional partners.
Familiar with fraud and risk platforms (Accertify a plus) and emerging detection technologies, with the adaptability to change directions quickly as the risk landscape evolves.

Responsibilities

Lead teams responsible for fraud detection and prevention, chargeback and dispute management, and marketplace integrity across Reverb, developing and maintaining key Trust & Safety metrics that reduce fraud exposure while minimizing friction for legitimate users.
Drives processes for identifying, investigating, and mitigating fraudulent and abusive activity—including fraudulent listings, account takeover, and coordinated behavior—with a focus on early detection of high-risk accounts before they impact customers.
Partner with Product and Engineering to design risk-based controls, trust signals, and scalable detection systems, using automation, rules, and third-party tooling to improve accuracy and reduce manual review.
Be responsible for chargeback and dispute management, develop and implement marketplace policies, and drive reporting and governance processes that provide regular insights into risk trends and performance.
Set vision and strategy for your team, lead and develop employee performance, and perform root cause analyses to continuously strengthen controls and prevent recurrence.

Benefits

100% paid premiums for medical, dental, and vision coverage for the employee, spouse or domestic partner, and all eligible dependents. Medical coverage includes gender affirming care.
Life, AD&D, and supplemental long-and short-term disability insurance
A matching 401(k)
A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays
Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft
18 weeks of gender-neutral parental leave for the birth or adoption of a child
Up to $25,000 reimbursement of adoption and/or surrogacy related expenses
Paid sabbatical program
Annual work/life stipend
Ways to give back to your community through volunteer time off