ezCater, Inc - Senior Manager, Trust & Safety (Remote)
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Requirements
• 10+ years in the arena with deep T&S ownership, or comparable experience in Operations, Product or Compliance functions for a Technology Company, at least 3 of which must have required primary ownership of Trust and Safety program design and implementation. • 10+ years in the arena with deep T&S ownership • A track record of building and leading high performing teams, with 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. • A track record of building and leading high performing teams • Hands-on experience designing dispute resolutions from scratch. Strong background in building and scaling dispute resolution and appeals processes from the ground up. • Hands-on experience designing dispute resolutions from scratch. • Elite judgment under pressure. Battle-tested decisiveness in high-stakes situations, with exceptional discretion and a practical head for business. • Elite judgment under pressure. • Proven ability to turn hard problems into measurable impact. A track record of attacking complex problems with a customer-centric focus and launching solutions with demonstrable business results. • Proven ability to turn hard problems into measurable impact. • Audit and compliance chops. Prior experience assessing and/or designing an audit function for compliance monitoring is a plus. • Audit and compliance chops. • A proactive, self-directed learning mindset. Demonstrated ability to identify knowledge gaps and fill them zealously through research — with the intellectual curiosity and work ethic to get up to speed fast on ezCater's evolving business. • A proactive, self-directed learning mindset • Exceptional communication at every level. Outstanding written and oral communication skills, with the ability to draft executive-level reporting, customer-facing communications, and internal policy documents. • Exceptional communication at every level. • A genuine passion for getting things right. Strong conviction around solving problems correctly, not just quickly, with deep care for company success and marketplace integrity. • A genuine passion for getting things right. • Academic foundation. Completion of a 4-year accredited college program required; advanced graduate study preferred, especially in a field related to this work. • Academic foundation • Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.
Responsibilities
• 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.
Benefits
• Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance). • ezCater does not sponsor applicants for work visas or legal permanent residence. • What You’ll Get from Us: • You’ll get a terrifically compelling experience in an innovative, high performing environment. You’ll get to work with engaged and passionate colleagues on challenging and impactful projects. You will have opportunities to grow in your career, and work in a place that values work/life harmony. • Oh, and you’ll get all this: 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, and knowing that you helped transform the food for work space.
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