Trust & Safety Manager, Critical Response

📋 Description

• Define and execute the long-term roadmap for Critical Response, incl. AI integrations.
• Lead development of workflows and safety programs to improve accuracy and reduce redundancy.
• Partner with CX, Trust & Safety, Legal and Product to build escalation frameworks.
• Ensure knowledge is documented and scalable across all workflows.
• Audit and streamline workflows to reduce admin burden and free capacity for strategy.
• Use data to surface insights that drive improvements and safer outcomes.

🎯 Requirements

• 5+ years in Trust & Safety, crisis response or related ops.
• 5+ years policy development or risk analytics.
• 3+ years engaging with regulatory compliance and law enforcement workflows.
• 3+ years of people management in high-stakes environments.
• Ability to manage complex, multi-workflow operations with strict SLA.
• Experience handling sensitive situations requiring sound judgment under pressure.

🎁 Benefits

• Remote-first culture with Flex First options.
• Competitive compensation and benefits.
• New hire equity grant and annual refresh grants.
• Flexible work locations per policy.
• Opportunity to impact shoppers, customers, and partners at scale.