Retail and Play Program Lead - Trust and Safety

Hasbro • Renton, WA

5d • $108,600 - $162,900

About The Position

Hasbro and Wizards of the Coast are seeking a collaborative, thoughtful Program Lead to support and uphold the values of the Wizards Play Network (WPN) and Organized Play programs. The role helps ensure a positive, safe, and welcoming environment across the global community by supporting partners and players as they navigate policies and concerns. The Program Lead leads sensitive investigations, works with stores and players to resolve issues, and collaborates with internal teams to promote transparency, fairness, and trust. The position combines program coordination, policy support, and trust and safety practices to maintain the integrity of play spaces and support a healthy experience for players, retailers, and employees.

Requirements

• At least 6 years of experience in Trust and Safety, investigations, fraud analysis, or a related field, including ownership of programs or complex caseloads.
• Deep experience in conflict resolution and de-escalation, including difficult cases.
• Excellent critical-thinking and investigative abilities.
• Strong empathy and communication skills, especially in high-pressure or emotionally charged conversations.
• Ability to work independently, set priorities, and move programs forward in a high-volume environment.

Nice To Haves

• Experience defining policy, processes, or standards.
• Familiarity with Wizards Play Network (WPN) policies.
• Knowledge of Magic: The Gathering or experience in the gaming or retail industry.
• Cultural awareness or work experience with regions such as Latin America or APAC.
• Bilingual or multilingual capabilities.

Responsibilities

• Analyze program data, policy guidelines, and incident reports to identify systemic concerns and recommend policy-adherence changes.
• Lead complex, high-sensitivity investigations from beginning to end, document evidence, and apply sound judgment when enforcing program rules.
• Communicate policy outcomes clearly and professionally to partners and players.
• Define and improve team processes and standards for handling inquiries, investigations, and communications, ensuring timely follow-through.
• Review partner-reported issues and concerns, assess their impact, and determine whether to resolve or escalate them with discretion and care.
• Use internal systems and external context to develop a well-rounded understanding of cases and establish team trust and safety best practices.
• Partner with leadership and cross-functional teams to ensure fair and consistent policy application across regions and scenarios, and advise on program direction.

Benefits

• Health and wellness programs
• Time off to recharge
• Financial well-being programs
• Life and family support
• Volunteer and community initiatives
• Learning and development
• Exclusive perks
• Employees may be eligible for annual and long-term incentives, depending on role, location, and eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed