ezCater

3 months ago

Senior Manager, Trust & Safety (Remote)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead ezCater’s Trust & Safety program by shaping policy, building and scaling a high-impact team, and aligning cross-functional partners across legal, operations, sales, marketing, and product to ensure safe, reliable marketplace experiences for B2B customers and restaurant partners in a rapidly evolving food-for-work platform.

Location: Boston

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Develop definitional protocols to identify trust-breaching customer experiences and to recommend optimal response strategies along with communication.
•Transform policy into action by developing SOPs, response scripts, and centralized tracking systems for the team.
•Hire, lead, and scale a Trust & Safety team tasked with policy enforcement, dispute support, and network health compliance.
•Establish processes for monitoring by type and frequency trust-breaching incidents and prepare periodic reports to leadership regarding overall state of Marketplace Trust.
•Design Trust Policies as appropriate to govern marketplace participation by Restaurant Partners and other third parties and develop internal training and monitoring processes to ensure compliance with policies.

Travel: Low travel

Pay and Benefits

Perks:Remote WorkEquity401kHealth InsurancePaid Leave

Key Requirements

•10 years of relevant experience in Safety & Trust or comparable Operations, Product or Compliance function for a Technology Company, with at least 3 years owning Trust and Safety program design and implementation.
•At least 5 years of experience directly hiring, managing, and developing front-line teams, specifically those tasked with high-volume escalations, disputes, and policy enforcement.
•Proven track record of attacking complex problems with a Customer-centric focus and building/launching successful solutions with measurable positive business impact.
•Strong background in designing and scaling dispute resolution and appeals processes from the ground up.
•Must have completed a 4-year accredited College program; some advanced graduate study preferred; ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events.

Experience:SaaSMarketplaceTechnologyFood delivery

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solving

Languages:English

Company Brief

ezCater

Operates an online marketplace connecting businesses with local caterers and restaurants for corporate and group catering orders, offering ordering, delivery coordination, and catering management tools.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Boston, United States

Founded: 2007

Website LinkedIn

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ezCater

3 months ago

Senior Manager, Trust & Safety (Remote)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Boston

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Develop definitional protocols to identify trust-breaching customer experiences and to recommend optimal response strategies along with communication.
•Transform policy into action by developing SOPs, response scripts, and centralized tracking systems for the team.
•Hire, lead, and scale a Trust & Safety team tasked with policy enforcement, dispute support, and network health compliance.
•Establish processes for monitoring by type and frequency trust-breaching incidents and prepare periodic reports to leadership regarding overall state of Marketplace Trust.
•Design Trust Policies as appropriate to govern marketplace participation by Restaurant Partners and other third parties and develop internal training and monitoring processes to ensure compliance with policies.

Travel: Low travel

Pay and Benefits

Perks:Remote WorkEquity401kHealth InsurancePaid Leave

Key Requirements

•10 years of relevant experience in Safety & Trust or comparable Operations, Product or Compliance function for a Technology Company, with at least 3 years owning Trust and Safety program design and implementation.
•At least 5 years of experience directly hiring, managing, and developing front-line teams, specifically those tasked with high-volume escalations, disputes, and policy enforcement.
•Proven track record of attacking complex problems with a Customer-centric focus and building/launching successful solutions with measurable positive business impact.
•Strong background in designing and scaling dispute resolution and appeals processes from the ground up.
•Must have completed a 4-year accredited College program; some advanced graduate study preferred; ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events.

Experience:SaaSMarketplaceTechnologyFood delivery

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solving

Languages:English

Company Brief

ezCater

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Boston, United States

Founded: 2007

Website LinkedIn