Program Manager, Trust and Safety

What You'll Do:

• Manage multiple, concurrent, and complex projects and initiatives aligned with evolving Trust and Safety and Quality Operations needs such as owning roadmaps, OKRs, KPIs, and cross-functional coordination 
• Lead and champion a compelling business strategy for the Trust and Safety team through a combination of understanding customer needs, business goals, market trends and competitor insights to ensure that the Trust and Safety team has a convincing voice at the table
• Lead vendor relationships end-to-end, including RFP ownership, contract negotiations, budget management, performance tracking, and alignment with company initiatives to maximize vendor impact
• Develop and execute go-to-market strategies for new products, services, and vendor solutions in partnership with internal stakeholders, ensuring strategic alignment and successful delivery
• Leverage data and insights to monitor trends, identify risks or opportunities, investigate unusual patterns (e.g., fraud, safety incidents), and implement performance improvements and mitigation strategies
• Proactively identify opportunities in the business and execute root cause analysis and drive alignment with key stakeholders to mitigate risk and exposure to the business
• Facilitate cross-functional collaboration through working sessions, stakeholder alignment, and effective communication to balance customer experience with risk exposure and drive execution of goals
• Build and scale programs from ideation to execution using strong program management practices—owning strategic planning, reporting, team alignment, and continuous monitoring of impact and efficiency
• Conduct regular risk assessments and audits to detect Trust and Safety issues, identify potential areas of concern and develop strategies to mitigate them
• Provide strategic insights and recommendations to business stakeholders and leadership on program performance and enhancement opportunities through a lens of challenging the status quo and elevating a proactive approach
• Support daily operations as needed, including coverage for critical events, escalations, insurance claims, and ad-hoc investigations, while contributing to broader organizational initiatives as assigned
• Perform other duties and projects as assigned to support organizational objectives and initiatives

Skills You Have:

• A bachelor’s degree in business, or equivalent relevant work experience
• 5+ years of program management and/or operations management consulting experience, particularly in grocery/retail, delivery, or gig economy industries
• Demonstrated experience creating and driving programs to deliver exceptional experiences to customers and constituents
• Strong attention to detail and the ability to navigate complex, challenging problems and find creative solutions
• Ability to build strong working relationships and rapport across all levels of the organization
• Proficient in Microsoft Office suite, Google Suite, Slack, Jira (or similar), and project management software
• A data-driven mindset and the ability to maintain a high degree of confidentiality
• Excellent time management and organizational skills with the ability to manage competing priorities and meeting deadlines
• Project Management Professional (PMP) or Six Sigma certification is a plus
• Understanding of regulatory requirements and legal considerations related to Trust and Safety, fraud, risk, compliance or other comparable spaces in an on-demand environment with independent contractors is a plus

Who You Are:

• You are a process-oriented and empathic leader
• You have strong analytical skills needed to track, report, and provide insights on daily, weekly, and monthly metrics
• You are a decisive and clear communicator
• You are an accountable self-starter who thrives in an environment with shifting priorities
• You are excited to support the growth of a dynamic, growing business 
• You are intimately familiar with project management software and principles 
• You have a keen eye for detail and identifying anomalies 
• You have a high dynamic range. You have the ability to see the big picture but are comfortable diving deep into the details. You’re not above rolling up your sleeves and doing the grunt work