Senior Manager, Trust & Safety (Remote)

ezCater is building the most trusted marketplace for enterprise catering — and this role is how we get there. As the first dedicated leader of Trust & Safety, you will define what that means, build the team and systems to deliver it, and make it a durable competitive advantage. This is a high-visibility, high-ownership opportunity for someone who thrives in builder environments and is passionate about the infrastructure that makes marketplaces work.

Reporting to the Director of Network Health and working closely with the Assistant General Counsel you will lead the strategy and execution of ezCater’s building and maintaining a safe and trusted marketplace. You will develop collaborative and impact-driven partnerships across ezCater, including legal, operations, sales, marketing, and product.  This is a high-visibility role requiring judgment, a "builder" mindset, and a passion for creating safe, reliable B2B ecosystems. 

• →Define what trust means at ezCater. Develop definitional protocols to identify trust-breaching customer experiences and to recommend optimal response strategies along with communication. 
• →Transform policy into playbooks 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. 
• →Own the trust pulse of the marketplace. Establish processes for monitoring by type and frequency trust-breaching incidents and prepare periodic reports to leadership regarding overall state of Marketplace Trust.  
• →Write the rules that govern our marketplace. Design trust policies to govern marketplace participation by Restaurant Partners and and other third parties critical to quality customer experience, and develop internal training and monitoring processes to ensure compliance with policies. 
• →Champion best-in-class standards. Lead product feature benchmarking across comparator companies and stay current on developing marketplace Trust standards and solutions across both B2C and B2B ecosystems.
• →Shape our AI Trust vision. Be the internal voice for how Trust and Safety will evolve alongside AI adoption, ensuring our approach to AI maintains consumer sentiment and safety.
• →Align the company around consistent enforcement. Establish clear boundaries and shared standards across Sales, Marketing, Operations, and Product to ensure policy enforcement is consistent and frictionless.
• →Become ezCater’s go-to expert in food safety. Bring or swiftly develop expertise in health and safety expectations in food and third party delivery to advise on potential relevant marketplace strategies and potential product signals or features to help establish customer Trust in quality & safety.
• →Act as liaison between legal compliance functions and product as the regulatory landscape on third party food platforms and delivery companies evolves.
• →Partner on fraud and security strategy. Support Fraud and Security Teams to build trust-reinforcing back-end strategies and front-end requirements or UX features. 
• →Lead our highest-stakes responses. Provide best-in-class advice on response strategies to trust-breaching events, including meeting with and helping draft communications to key Enterprise customer stakeholders and national-scale Restaurant Partner brands.
• →Own investigation and escalation. Lead internal fact gathering to support legal’s investigation into actual or potential disputes arising from trust-breaching events or escalations, including communication with Public Health agencies where needed.
• →Represent ezCater externally. Periodically attend and participate in external Trust and Safety/Marketplace Risk Conferences and other industry events.

• 10+ years in the arena with deep T&S ownership, or comparable experience in Operations, Product or Compliance functions for a Technology Company, at least 3 of which must have required primary ownership of Trust and Safety program design and implementation. 
• A track record of building and leading high performing teams, with 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.
• Hands-on experience designing dispute resolutions from scratch. Strong background in building and scaling dispute resolution and appeals processes from the ground up.
• Elite judgment under pressure. Battle-tested decisiveness in high-stakes situations, with exceptional discretion and a practical head for business.
• Proven ability to turn hard problems into measurable impact. A track record of attacking complex problems with a customer-centric focus and launching solutions with demonstrable business results.
• Audit and compliance chops. Prior experience assessing and/or designing an audit function for compliance monitoring is a plus.
• A proactive, self-directed learning mindset. Demonstrated ability to identify knowledge gaps and fill them zealously through research — with the intellectual curiosity and work ethic to get up to speed fast on ezCater's evolving business.
• Exceptional communication at every level. Outstanding written and oral communication skills, with the ability to draft executive-level reporting, customer-facing communications, and internal policy documents.
• A genuine passion for getting things right. Strong conviction around solving problems correctly, not just quickly, with deep care for company success and marketplace integrity.
• Academic foundation. Completion of a 4-year accredited college program required; advanced graduate study preferred, especially in a field related to this work.
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

The national total target cash compensation range for this position, including base salary and bonus target, is $145,000–$217,000 annually.*

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).

You’ll get a terrifically compelling experience in an innovative, high performing environment. You’ll get to work with engaged and passionate colleagues on challenging and impactful projects. You will have opportunities to grow in your career, and work in a  place that values work/life harmony. 

Oh, and you’ll get all this: Market competitive salary, stock options that you’ll help make worth a lot, 12 paid holidays, flexible PTO, 401K with ezCater match, health/dental/FSA, long-term disability insurance, mental health and family planning resources, remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, employee meal program (and many more goodies) when you’re in our office, and knowing that you helped transform the food for work space.

ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones. Following a conditional offer of employment, ezCater may require a background check.

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