Senior Manager, Trust & Safety

Reporting to the Director of Trust & Safety, the Senior Manager, Trust & Safety is responsible for leading day-to-day operations and delivering operational excellence of critical risk functions that protect customers and uphold platform integrity. This leader directly manages Trust & Safety Leads across three pillars (Critical Response, Compliance, and Claims), while driving scalable programs, influencing cross-functional priorities, and elevating organizational maturity in risk management.

This role requires someone who can balance operational rigor with proactive problem solving, while developing a high performing team to address emerging risks in a dynamic, high-growth environment.

What You’ll Do

• Contribute to and drive the strategic direction for Trust & Safety, translating team priorities and risk insights into measurable OKRs and operational roadmaps
• Directly manage Trust & Safety Leads, coaching and developing them to build a high-performing, accountable organization with strong ownership of KPIs, quality, and service levels
• Own end-to-end risk mitigation strategy across Critical Response, Compliance, and Claims, ensuring scalable, consistent, and defensible decision-making frameworks
• Leverage data to identify trends, forecast emerging risks, drive operational improvements, delivering regular reporting to the Director and other stakeholders
• Partner cross-functionally with Legal, Product, Engineering, Operations, and CX leadership to shape policy, influence product and technology decisions, and implement scalable risk mitigation solutions that support strategic Trust & Safety objectives and operational effectiveness
• Drive operational scale and efficiency, identifying systemic gaps and leading initiatives across tooling, automation, and process optimization
• Oversee high-severity incidents and escalations, ensuring executive visibility, clear communication, and effective resolution
• Ensure compliance with legal and regulatory standards, proactively adapting to evolving requirements and minimizing organizational risk exposure
• Champion a culture of sound judgment, accountability, and continuous improvement, raising the bar for decision quality and risk ownership across the team
• Lead change management initiatives, guiding the department through process, policy, and structural evolution

What You Bring

• 5+ years of experience in Trust & Safety, Risk, or related field, with increasing scope and ownership
• 3+ years of people leadership experience, including managing team leads or managers
• Proven ability to operate at both strategic and tactical levels, setting vision while driving execution
• Strong analytical mindset with experience using data to influence decisions and drive business outcomes
• Experience working cross-functionally with Legal, Product, and Operations stakeholders at a senior level
• Excellent communication and executive presence, with the ability to influence and build alignment across stakeholders
• Demonstrated ability to scale processes, teams, and systems in a fast-paced environment
• High level of sound judgment and ability to navigate complex, high-risk scenarios with confidence
• Experience with CRM tools such as Salesforce and risk management tools such as consumer reporting platforms and identity verification software

Why Roadie?

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
• Flexible work schedule with unlimited PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
• The technology you need to get the job done