Retail and Play Program Lead - Trust and Safety

Hasbro • Renton, WA

6d • $108,600 - $162,900

About The Position

The Retail and Play Program Lead supports and upholds the values of Wizards of the Coast’s Wizards Play Network (WPN) and Organized Play programs. The role helps foster a positive, safe, and welcoming global community by supporting partners and players as they navigate policies and concerns. It combines program coordination, policy support, and trust and safety practices to help maintain the integrity of play spaces and a healthy experience for players, retailers, and employees.

The lead owns sensitive investigations, works with stores and players to resolve issues, and collaborates with internal teams to promote transparency, fairness, and trust. The role also analyzes program data and incident reports, improves team processes, and advises on program direction and consistent policy application across regions.

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, particularly in high-pressure or emotionally charged conversations.
• Ability to work independently, set priorities, and advance programs 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 abilities; candidates with these skills are encouraged to apply.

Responsibilities

• Analyze program data, policy guidelines, and incident reports to identify systemic concerns and recommend changes related to policy adherence.
• Lead complex, high-sensitivity investigations from start to finish, document evidence, and use 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, 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 trust and safety best practices for the team.
• Partner with leadership and cross-functional teams to promote consistent and fair policy application across regions and scenarios, and advise on program direction.

Benefits

• Employees may be eligible for annual and long-term incentives, depending on role, location, and eligibility.
• Benefits and programs may include health and wellness, time off to recharge, financial well-being, life and family support, volunteer and community initiatives, learning and development, and exclusive perks.

What This Job Offers

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