Manager, Trust & Safety
New
F
Fanatics CollectiblesE-commerce, Collectibles
RemoteFull-TimeManager
Salary85,000 - 110,000 USD per year
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Job Details
- Experience
- 5–7+ years of experience in Trust & Safety, fraud operations, risk management, or a related domain; 2+ years of people management experience
- Required Skills
- Operations ManagementCross-functional collaborationRisk Management
Requirements
- Bachelor’s degree in Business, Criminal Justice, Cybersecurity, or a related field; equivalent experience considered
- 5–7+ years of experience in Trust & Safety, fraud operations, risk management, or a related domain
- 2+ years of people management experience leading frontline operations or investigation teams
- Strong understanding of fraud detection, abuse patterns, and marketplace risk dynamics in e-commerce or digital platforms
- Experience managing SLAs, KPIs, and operational performance in high-volume environments
- Proven ability to develop SOPs, improve workflows, and scale operational processes
- Strong analytical and decision-making skills with the ability to handle ambiguity and high-risk scenarios
- Experience partnering with cross-functional teams including Legal, Product, Engineering, and Customer Experience
- Familiarity with Trust & Safety tools, case management systems, and fraud detection technologies
- Excellent communication, coaching, and stakeholder management skills in a fast-paced, high-growth environment
Responsibilities
- Lead and manage a team of Trust & Safety Associates handling fraud, abuse, and policy enforcement cases
- Oversee daily case queues, ensuring SLA adherence, quality standards, and timely resolution
- Coach, develop, and performance-manage team members to drive high performance and career growth
- Translate strategic priorities into clear workflows, SOPs, and execution plans
- Monitor and report on KPIs including resolution time, accuracy, backlog, and fraud loss mitigation
- Identify operational bottlenecks and implement process improvements to increase efficiency and scale
- Act as the escalation point for complex or high-risk (P0/P1) investigations and enforcement decisions
- Ensure consistent, fair, and defensible application of Trust & Safety policies across all cases
- Partner cross-functional with Legal, Finance, CX, Product, and Engineering on escalations and tooling needs
- Identify fraud trends, policy gaps, and tooling limitations, providing actionable insights to leadership
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