Manager, Trust & Safety
About The Position
The Manager, Trust & Safety is responsible for leading frontline Trust & Safety operations, ensuring high-quality investigations, consistent policy enforcement, and efficient resolution of fraud and abuse cases. This role translates strategic direction from leadership into operational execution, managing daily workflows while driving performance against SLAs, quality standards, and risk mitigation goals. As a critical bridge between strategy and execution, this leader will oversee a team of Trust & Safety Associates, optimize operational processes, and serve as an escalation point for complex and high-risk cases. The role requires strong analytical judgment, operational rigor, and cross-functional collaboration to protect marketplace integrity and customer trust at scale.
Requirements
- Bachelor’s degree in Business, Criminal Justice, Cybersecurity, or a related field; equivalent experience considered
- 5–7+ years of experience in Trust & Safety, fraud operations, risk management, or a related domain
- 2+ years of people management experience leading frontline operations or investigation teams
- Strong understanding of fraud detection, abuse patterns, and marketplace risk dynamics in e-commerce or digital platforms
- Experience managing SLAs, KPIs, and operational performance in high-volume environments
- Proven ability to develop SOPs, improve workflows, and scale operational processes
- Strong analytical and decision-making skills with the ability to handle ambiguity and high-risk scenarios
- Experience partnering with cross-functional teams including Legal, Product, Engineering, and Customer Experience
- Familiarity with Trust & Safety tools, case management systems, and fraud detection technologies
- Excellent communication, coaching, and stakeholder management skills in a fast-paced, high-growth environment
Responsibilities
- Lead and manage a team of Trust & Safety Associates handling fraud, abuse, and policy enforcement cases
- Oversee daily case queues, ensuring SLA adherence, quality standards, and timely resolution
- Coach, develop, and performance-manage team members to drive high performance and career growth
- Translate strategic priorities into clear workflows, SOPs, and execution plans
- Monitor and report on KPIs including resolution time, accuracy, backlog, and fraud loss mitigation
- Identify operational bottlenecks and implement process improvements to increase efficiency and scale
- Act as the escalation point for complex or high-risk (P0/P1) investigations and enforcement decisions
- Ensure consistent, fair, and defensible application of Trust & Safety policies across all cases
- Partner cross-functionally with Legal, Finance, CX, Product, and Engineering on escalations and tooling needs
- Identify fraud trends, policy gaps, and tooling limitations, providing actionable insights to leadership
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
