Trust & Safety Manager (Remote)
About The Position
ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille. ezCater's Operations Team seeks a smart, creative, passionate and experienced leader in technology Trust & Safety to conceive and oversee activation of the next generation of ezCater’s marketplace Trust Strategy, including policy development, operational standards, features and external positioning. Reporting to the Director of Network Health and working closely with the Assistant General Counsel you must be highly skilled in developing close collaborative and outcome-driven partnerships across ezCater, especially with peer managers and subject matter experts within legal, operations, sales, marketing, and product teams.
Requirements
- 7+ years of relevant experience in Safety & Trust or comparable Operations, Product or Compliance function for a Technology Company, at least 3 of which must have required primary ownership of Trust and Safety program design and implementation
- Must have completed 4-year accredited College program, some advanced graduate study preferred, especially in a program of study related to this work.
- Proven track record of attacking complex problems with a Customer-centric focus and building/launching successful solutions with measurable positive business impact.
- Outstanding work ethic, eager to learn, attention to detail, exceptional written and oral communication skills.
- The successful candidate will be proactive and eager to lean-in to understand ezCater’s growing and diversifying business, and possess exceptional judgment, discretion and understanding of risk management.
- Must be a self-starter in identifying knowledge gaps and zealously engaged to fill them through research across wide variety of sources.
- Strong desire to get things right and to solve problems. Ideal candidates will have practical heads for business, be passionate about the company’s success and all things trust and safety.
Nice To Haves
- Prior experience assessing and/or designing audit function for compliance monitoring a plus.
Responsibilities
- Develop definitional protocols to identify trust-breaching customer experiences and to recommend optimal response strategies along with communication.
- Establish processes for monitoring by type and frequency trust-breaching incidents and prepare periodic reports to leadership regarding overall state of Marketplace Trust.
- Design Trust Policies as appropriate to govern marketplace participation by Restaurant Partners and and other third parties critical to quality customer experience and develop internal training and monitoring processes to ensure compliance with policies.
- Lead and keep up to date on product feature benchmarking across relevant comparator companies and stay knowledgeable on developing marketplace Trust standards and best-in-class Trust solutions & communication strategies across both B2C and B2B ecosystems.
- Bring or swiftly develop expertise in health and safety expectations in food and third party delivery to advise on potential relevant marketplace strategies and potential product signals or features to help establish customer Trust in quality & safety.
- Act as liaison between legal compliance functions and product team members as regulatory landscape on third party food platforms/delivery companies evolves.
- Represent and socialize internally the important role marketplace Trust will have in AI-visionining and understanding current consumer sentiment as to product and company attributes that instill Trust as AI adoption grows.
- Support, as needed, Fraud and Security Teams to solution Trust-building back-end strategies and front-end requirements or UX features.
- Provide experienced, best-in-class advice on response strategies to trust-breaching events, including meeting with and helping draft communications to key Enterprise customer stakeholders or National-scale Restaurant Partner brands.
- Lead internal fact gathering, as needed, to support legal’s investigation into actual or potential disputes arising from trust-breaching events or escalations, including communication with Public Health agencies where needed.
- Periodically attend and potentially participate in external Trust and Safety/Marketplace Risk Conferences and other external industry events.
Benefits
- Market competitive salary
- stock options that you’ll help make worth a lot
- 12 paid holidays
- flexible PTO
- 401K with ezCater match
- health/dental/FSA
- long-term disability insurance
- mental health and family planning resources
- remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office
- a tremendous amount of responsibility and autonomy
- wicked awesome co-workers
- Relish (and many more goodies) when you’re in our office
- knowing that you helped transform the food for work space
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What This Job Offers
Job Type
Full-time
Career Level
Manager
