Senior Manager, Trust & Safety

🕒 May 14

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👔 Manager

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Roadie

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🚗 Transport

🛍️ eCommerce

Transport • eCommerce • Logistics

Roadie is a crowdsourced delivery platform that provides local same-day delivery across the United States. As a UPS company since 2021, it offers reliable delivery solutions with a network of 200,000 drivers, enabling efficient last-mile shipping for various industries like retail, e-commerce, and healthcare. Roadie's services include handling deliveries for bulky items, returns processing, and providing delivery solutions for a wide range of industries including airline luggage, grocery, and construction supplies. Their platform supports streamlined delivery operations with real-time tracking, 24/7/365 availability, and seamless API integration, making Roadie an ideal solution for businesses looking to improve their logistics and delivery capabilities.

📋 Description

• Contribute to and drive the strategic direction for Trust & Safety, translating team priorities and risk insights into measurable OKRs and operational roadmaps • Directly manage Trust & Safety Leads, coaching and developing them to build a high-performing, accountable organization with strong ownership of KPIs, quality, and service levels • Own end-to-end risk mitigation strategy across Critical Response, Compliance, and Claims, ensuring scalable, consistent, and defensible decision-making frameworks • Leverage data to identify trends, forecast emerging risks, drive operational improvements, delivering regular reporting to the Director and other stakeholders • Partner cross-functionally with Legal, Product, Engineering, Operations, and CX leadership to shape policy, influence product and technology decisions, and implement scalable risk mitigation solutions that support strategic Trust & Safety objectives and operational effectiveness • Drive operational scale and efficiency, identifying systemic gaps and leading initiatives across tooling, automation, and process optimization • Oversee high-severity incidents and escalations, ensuring executive visibility, clear communication, and effective resolution • Ensure compliance with legal and regulatory standards, proactively adapting to evolving requirements and minimizing organizational risk exposure • Champion a culture of sound judgment, accountability, and continuous improvement, raising the bar for decision quality and risk ownership across the team • Lead change management initiatives, guiding the department through process, policy, and structural evolution

🎯 Requirements

• 5+ years of experience in Trust & Safety, Risk, or related field, with increasing scope and ownership • 3+ years of people leadership experience, including managing team leads or managers • Proven ability to operate at both strategic and tactical levels, setting vision while driving execution • Strong analytical mindset with experience using data to influence decisions and drive business outcomes • Experience working cross-functionally with Legal, Product, and Operations stakeholders at a senior level • Excellent communication and executive presence, with the ability to influence and build alignment across stakeholders • Demonstrated ability to scale processes, teams, and systems in a fast-paced environment • High level of sound judgment and ability to navigate complex, high-risk scenarios with confidence • Experience with CRM tools such as Salesforce and risk management tools such as consumer reporting platforms and identity verification software

🏖️ Benefits

• Competitive compensation packages • 100% covered health insurance premiums for yourself • 401k with company match • Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) • Flexible work schedule with unlimited PTO • Monthly 3-day weekends • Monthly WFH stipend • Paid sabbatical leave- tenured team members are given time to rest, relax, and explore • The technology you need to get the job done