Trust & Safety Program Manager
| Company | Passes |
|---|---|
| Location | Los Angeles, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- 3-4 years of proven experience in a support and/or Trust & Safety role under a customer service environment, Trust & Safety team, social media platform, or similar function.
- Excellent data-driven and critical thinking skills that help with defining strategic focus areas and standard investigative procedures that create the building blocks of a full-blown T&S forensics operation.
- Effective communication (written and verbal) and interpersonal skills and background in efficiently deploying policies that require legal and stakeholder feedback.
- Proven ability to deliver strong and consistent Trust & Safety metrics under a high-pressure environment.
- Experience with writing business and technical processes.
- Passion for the creator economy and supporting the success of creators.
Responsibilities
- Troubleshoot potential fraud, moderation, and compliance requests of stakeholders reaching out through a variety of support channels.
- Collaborate with internal teams and external stakeholders to resolve urgent T&S issues by employing effective escalation procedures and risk mitigation measures.
- Adhere to key experience SLAs and focus on achieving northstar metrics targets to ensure Passes delivers an amazing support experience.
- Identify and deliver key resources and initiatives that establish foundations of Passes’ preventative and proactive Trust & Safety philosophy.
- Identify opportunities for improvement across different trust & safety functions and assist with delivering key operational adjustments to day-to-day trust & safety processes.
- Assist with defining, documenting, and deploying best-in-class standard operating procedures for T&S.
- Define overall T&S strategy and roadmap that positions Passes as a gold standard for adhering to global compliance and regulatory requirements within the industry.
- Help deploy a variety of key Trust & Safety programs that focus on scaling the function and establish long-term trust with Passes creators and fans.
- Own, monitor, improve, and report on key Trust & Safety metrics and KPIs.
- Serve as the expert and advisor for developing best-in-class T&S guidelines and operations.
- Share and consolidate relevant customer T&S feedback to guide engineering and product prioritization.
- Educate stakeholders on new and existing T&S workflows, SOPs, and protocols that protect the experience of creators and fans inside and outside the platform.
- Lead policy development, maintenance, and deployment for all T&S programs.
Preferred Qualifications
- Certification with project management or data analytics tools and software
- Certification under related Trust & Safety programs (e.g. fraud, moderation, risk mitigation, and policy creation)
- Experience w/ Zendesk