What You'll Do
- 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 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.
What You Have
- 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.
National total target cash compensation range for this position, including base salary and bonus target, is $145,000–$217,000 annually.
ezCaterBoston, MA
