ezCater is hiring a Trust & Safety Manager to build and lead the next generation of our marketplace Trust Strategy. You will shape policy development, operational standards, product features, and external positioning, collaborating closely with legal, operations, sales, marketing, and product teams.
What You'll Do
- Develop protocols to identify trust-breaching customer experiences and recommend optimal response strategies.
- Establish processes for monitoring trust incidents and prepare periodic reports for leadership.
- Design Trust Policies to govern marketplace participation by Restaurant Partners and third parties.
- Lead product feature benchmarking across comparator companies and stay current on marketplace Trust standards.
- Develop expertise in food and third-party delivery health and safety expectations to advise on marketplace strategies.
- Act as a liaison between legal compliance functions and product team members.
- Represent and socialize internally the role of marketplace Trust in AI-visioning and consumer sentiment.
- Support Fraud and Security Teams with Trust-building strategies and front-end requirements.
- Advise on response strategies to trust-breaching events, including drafting communications to key stakeholders.
- Lead internal fact gathering to support legal's investigation of disputes from trust-breaching events.
- Periodically attend external Trust and Safety/Marketplace Risk conferences and industry events.
What We're Looking For
- 7+ years of relevant experience in Safety & Trust or a comparable Operations, Product, or Compliance function for a Technology Company.
- At least 3 years of primary ownership of Trust and Safety program design and implementation.
- Completion of a 4-year accredited College program.
- A proven track record of attacking complex problems with a Customer-centric focus and building/launching successful solutions.
- Outstanding work ethic, eagerness to learn, attention to detail, and exceptional written and oral communication skills.
- Proactive approach to understanding ezCater's business, with exceptional judgment, discretion, and understanding of risk management.
- A self-starter mentality in identifying knowledge gaps and filling them through research.
- A strong desire to get things right and to solve problems.
Nice to Have
- Some advanced graduate study, especially in a program related to this work.
- Prior experience assessing and/or designing an audit function for compliance monitoring.
Team & Environment
This role reports to the Director of Network Health and works closely with the Assistant General Counsel.
Benefits & Compensation
- Market competitive salary: $123,000–$166,000 annually (base salary and bonus target).
- Stock options.
- 12 paid holidays.
- Flexible PTO.
- 401K with ezCater match.
- Health, dental, and FSA benefits.
- Long-term disability insurance.
- Mental health and family planning resources.
- Tremendous amount of responsibility and autonomy.
Work Mode
This is a remote-hybrid role, with flexibility to work from our Boston office or from home.
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.
