Senior Manager, Trust & Safety

🕒 Abril 28

🍂 Massachusetts – Remoto

🍂 Massachusetts – Remote

💵 $145.000 - $217.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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ezCater

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2007

🤝 B2B

🛍️ Comércio Eletrônico

💰 $100.000.000 Series D em 2021-12

B2B • eCommerce • Food and Beverage

ezCater é uma plataforma que oferece soluções de catering para empresas, permitindo que companhias peçam comida para reuniões e eventos de uma ampla gama de restaurantes e fornecedores. A plataforma possibilita que os usuários gerenciem pedidos de forma fácil, assegurando que todas as preferências alimentares e necessidades empresariais sejam atendidas de maneira eficiente. Com foco em clientes corporativos, a ezCater simplifica o processo de catering, tornando-o mais eficiente para organizações alimentarem suas equipes e convidados.

Descrição

• Develop definitional protocols to identify trust-breaching customer experiences and to recommend optimal response strategies along with communication. • Transform policy into action by developing SOPs, response scripts, and centralized tracking systems for the team. • Hire, lead, and scale a Trust & Safety team tasked with policy enforcement, dispute support, and network health compliance. • 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. • Act as the internal voice for how Trust and Safety will evolve alongside AI adoption, ensuring our vision for AI maintains consumer sentiment and safety. • Establish clear boundaries and shared standards across Sales, Marketing, Operations, and Product to ensure policy enforcement is consistent and frictionless. • 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. • 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.

🎯 Requisitos

• 10 years’ 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. • At least 5 years of experience directly hiring, managing, and developing front-line teams, specifically those tasked with high-volume escalations, disputes, and policy enforcement. • Proven track record of attacking complex problems with a Customer-centric focus and building/launching successful solutions with measurable positive business impact. • Strong background in designing and scaling dispute resolution and appeals processes from the ground up. • Prior experience assessing and/or designing audit function for compliance monitoring a plus. • Outstanding work ethic, eager to learn, attention to detail, with 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, battle-tested judgement, high ability to be decisive during high-pressure situations, and be passionate about the company’s success and all things trust and safety. • Must have completed 4-year accredited College program, some advanced graduate study preferred, especially in a program of study related to this work. • Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

🏖️ Benefícios

• 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 • Employee meal program (and many more goodies) when you’re in our office