Senior Manager, Trust & Risk Operations

Senior Manager, Trust & Risk Operations 🚀 JOIN THE FUTURE OF COMMERCE WITH WHATNOT! Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values https://www.whatnot.com/careers. With hubs in the US, UK, Germany, Ireland, Poland, and Australia, we’re building the future of online marketplaces –together. From fashion, beauty, and electronics to collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone. And we’re just getting started! As one of the fastest growing marketplaces https://a16z.com/marketplace-100/, we’re looking for bold, forward-thinking problem solvers across all functional areas. Check out the latest Whatnot updates on our news https://blog.teamwhatnot.com/ and engineering https://medium.com/whatnot-engineering blogs and join us as we enable anyone to turn their passion into a business, and bring people together through commerce. 💻 Role 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. This 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. 👋 YOU 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. We are looking for: - 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. 🙏 NICE TO HAVE - Experience working on a marketplace or a two-sided platform - Knowledge of legal and compliance requirements related to content moderation, data privacy, and user safety - Experience or passion for buying and selling in online marketplaces communities 🎁 BENEFITS - Generous Holiday and Ti ... (truncated, view full listing at source)