Trust & Safety Manager

Posted about 1 month agoInactiveViewed

💎 Seniority level: Manager, 4+ years

📍 Location: United States, Canada, Philippines

🔍 Industry: BPO, shared services

🏢 Company: Thumbtack👥 1001-5000💰 $275,000,000 Series G over 3 years ago🫂 Last layoff about 2 years agoHome Services Local Service Industry Professional Services

🗣️ Languages: English

⏳ Experience: 4+ years

🪄 Skills: Project ManagementData AnalysisPeople ManagementOperations ManagementCommunication SkillsAnalytical SkillsComplianceTeamworkRisk ManagementStakeholder managementProcess improvement

Requirements:

At least 4 years of professional experience in the BPO, shared services, or similar industry with the following background: Working in a Trust & Safety, Content Moderation, Fraud and/or Risk Management role, Payment Fraud Detection/Prevention
At least 3 years of people management experience on a leadership capacity/level
Willingness to work during day, mid or graveyard shift and rotating rest days

Responsibilities:

Coach and develop your team to effectively catch deceptive practices and surface new irregularities and trends in the platform
Manage and mentor your team for them to reach their full potential
Nurture a psychologically safe environment and a culture of proactively surfacing findings, giving suggestions, and speaking up ideas
Foster high morale and camaraderie within the team.
Manage potential conflicts and maintain strong teamwork and trust among members
Lead a team of specialists to be the frontline in monitoring and acting on trust and safety issues on the platform
Set team expectations and monitor specialist utilization, capacity, task volume, schedules, attendance, quality, and service levels; coach when needed
Drive the team in achieving the desired service levels (SLs) and hitting the performance metrics
Provide constant support to specialists, handle escalations
Monitor and report unusual product and fraud trends
Identify and escalate bug reports to appropriate teams
Manage the day-to-day operations:
Build and maintain stakeholder relationships cross-functionally and cross-locationally
Work with the partners from North America teams to implement and improve policies and processes.
Ensure calibration sessions are set up with the US partners for the tasks assigned to you
Present weekly trust and safety ops metrics and provide operational and business insights
Work collaboratively with cross-functional teams in the Philippines
Write, manage, improve and update tasks guidelines and SOPs
Complete performance reviews and provide regular feedback
Ensure timekeeping details of your team are accurate and updated

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