Senior Manager, Trust & Risk Operations

🚀 JOIN THE FUTURE OF COMMERCE WITH WHATNOT!

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops.

As a remote co-located team, we're inspired by our values https://www.whatnot.com/careers and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact.

We're one of the fastest growing marketplaces https://a16z.com/marketplace-100/ and were recently named the #1 Best Startup Employer in America http://google.com/search?q=%231+forbes+startup+employer&oq=%231+forbes+startup+employer&gs_lcrp=EgZjaHJvbWUyBggAEEUYOTIGCAEQRRg9MgYIAhBFGD0yBggDEEUYQDIGCAQQRRhAMgYIBRBFGEDSAQg1NzM0ajBqMagCALACAA&sourceid=chrome&ie=UTF-8 by Forbes. Check out the latest Whatnot updates on our news https://blog.teamwhatnot.com/ and engineering blogs https://medium.com/whatnot-engineering and join us as we enable anyone to turn their passion into a business and bring people together through commerce.

💻 Role

The Senior Manager, Trust & Safety Operations (International) plays a key role in leading and scaling our international T&S operations, ensuring our agent teams are deployed in ways that most effectively build trust and deliver great user experiences.

This role oversees a team of Team Leads and Trust & Safety specialists, driving operational excellence and ensuring a best-in-class experience for our users. This role is accountable for ensuring agent time, expertise, and judgment are applied where they create the greatest impact for our users.

You’ll partner cross-functionally to improve processes and tooling, with a focus on enabling agents to build trust efficiently and consistently at scale, step into complex investigations, and make decisions to deliver a best-in-class experience. This is a critical, high-impact hire as we scale globally.

- Direct and mentor a team of Team Leads, fostering a collaborative environment to drive a world-class user experience.

- Deep-dive into complicated cases and situations to provide guidance to T&S team members.

- Lead team performance to drive results in productivity, quality, and user experience.

- Partner with Policy, Strategy and Operations, and Training to reinforce compliance with new launches, processes, and policies.

- Maintain functional knowledge of, and act as a subject matter expert of policies, processes, and projects related to day-to-day operations.

- Other ad-hoc projects as the business requires.


👋 YOU

People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genu