Trust & Safety Manager, Policy & Risk Insights

• Own Trust & Safety and integrity policies, including creation, iteration, versioning, and deprecation

• Develop policy for emerging risks, informed by incident trends, regulatory developments, and industry practice

• Define enforcement standards and decision frameworks that operations teams can apply consistently and confidently

• Help shape and, over time, own our appeals framework as it takes form, using appeal outcomes as a signal of policy clarity and enforcement accuracy

• Ensure policies are internally consistent, aligned with Terms of Service, and regularly reviewed against real-world incidents

• Maintain a clear policy change log and governance process, documenting what changed, why, and how decisions were made

• Co-own QA and calibration processes with Operations Enablement, and partner with them to ensure policy changes translate into training, workflows, and tooling

• Own trend analysis and regular risk reporting across incidents, reports, enforcement actions, and appeals, surfacing what's changing, why, and what to do about it

• Monitor and develop member and vendor risk signals, and partner with cross-functional teams to define, validate, and refine them over time

• Identify emerging harms early and size their potential impact before they scale

• Lead root-cause analysis on significant incidents and recurring issues, closing the loop from finding to system change

• Deliver clear, data-backed recommendations to Product, Policy, and Operations, and track whether they're adopted and effective

• Translate complex risk findings into crisp narratives for leadership

• Contribute to fraud and abuse detection through pattern and link analysis

• Investigate referral and promo abuse and suspicious booking behavior

• Partner with Product and Policy on mitigations that address root causes, not just individual cases

• 8+ years of experience in Trust & Safety, Risk, Integrity, Fraud, or Platform Governance

• A track record of risk or trend analysis that changed product, policy, or operational decisions

• Comfort working directly with data to find trends and build reporting (SQL or similar strongly preferred)

• Experience owning or evolving T&S policies, enforcement standards, appeals, or QA/audit programs in a live enforcement environment

• Experience with fraud, abuse, or platform misuse

• Excellent written and verbal communication, including the ability to turn complex analysis into clear recommendations for executives

• High judgment, comfort with ambiguity, and the ability to make principled tradeoffs

• Experience in a marketplace, booking, or two-sided platform business

• Hands-on experience with link analysis, network analysis, or fraud detection tooling

• Experience building or co-owning QA or calibration programs for enforcement teams

• Exposure to T&S regulatory environments

Trust & Safety isn't a compliance checkbox for us. It's foundational to the long-term health of our marketplace and the trust of everyone who uses it.

You'll build on a solid foundation and help move our risk understanding from reactive to anticipatory. That means making sure what we learn from every signal, incident, and appeal makes the platform safer. You'll have executive support, meaningful scope, and a direct line to the decisions that shape how we grow.