Senior Manager of Trust & Risk Operations, Whatnot

• Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here
• Minimum of 8 years of overall experience, including 3+ years leading managers
• Deep operational experience running Trust & Safety or high-volume content/risk operations at scale, ideally across EMEA/international markets
• Proven track record of proactively driving productivity improvements through process design, playbooks, tooling, or automation
• Hands-on experience with complex investigations (e.g., fraud, IP/counterfeit, content) and making timely operational tradeoffs
• Strong analytical skills, with experience leveraging SQL and dashboards to analyze large datasets and rapidly translate insights into action
• Proven success managing and optimizing case management tools such as Zendesk
• Strong business acumen and ability to communicate the impact of key decisions, including when acting with imperfect information

Desirable

• 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
• His 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