• Reporting to senior leadership, this role is empowered to drive operational excellence, develop emerging managers, and foster an environment where clarity, inclusivity, and accountability thrive!
• Champion customer trust and risk mitigation by guiding team leaders who oversee resolution of high-impact protection cases and escalations
• Lead results-driven initiatives to optimize key metrics—including time-to-resolution, accuracy, customer satisfaction, and risk outcomes—for lasting marketplace integrity
• Collaborate cross-functionally with teams across Trust & Safety, Payments/Risk, Legal/Compliance, and Product/Engineering to improve fraud detection, case protocols, and escalation efficiency
• Refine and implement globally consistent policies, playbooks, and training frameworks that deliver fair outcomes for Company’s diverse community
• Manage incident response during fraud spikes or major safety events, deploying targeted interventions by category, cohort, or region to protect users
• Drive ongoing improvement through data analytics, QA calibration, and workflow/tool enhancements—identifying opportunities to innovate in remote and hybrid settings

Dedicated to working our Hybrid Model with 3 days per week onsite in either our Austin, TX or our Salt Lake City, UT office

• Sophisticated analytical skills and decision-making capability; adept at leveraging data, processes, and detection technologies to inform actions
• Proven ability to coach, mentor, and develop managers in a dynamic and inclusive team environment
• Strong collaboration and change leadership across global, cross-functional stakeholder groups
• Skilled in optimizing case management workflows, tooling, and performance metrics in both virtual and on-site environments

Flexibility to manage in hybrid or remote settings, with openness to occasional travel and shift adjustments as needed for global coverage

Demonstrated experience leading operations in trust & safety, risk/fraud, compliance, or customer protection, preferably at scale

$118,000 - $189,000

• Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience

The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave) If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors