Senior Manager, Contract Operations
PayPal
Senior Manager, Global Operations Trust & Safety
Care.com
full-time
Posted on:
Location Type: Hybrid
Location: Alaska, California, Hawaii, Idaho, Iowa, Maine, Minnesota, Mississippi, Montana, Nevada, North Dakota, Oregon, Rhode Island, South Dakota, Vermont, Virginia, Washington, West Virginia, Wyoming • 🇺🇸 United States
Visit company websiteSalary
💰 $90,000 - $105,000 per year
Job Level
Senior
About the role
- Lead, mentor, and develop a global Trust & Safety team, including supervisors, senior analysts, and specialists.
- Manage day-to-day operations of safety initiatives such as incident response, fraud prevention, background check monitoring, and content moderation.
- Drive continuous improvement and reengineering of processes to increase efficiency, scalability, and effectiveness.
- Ensure strict adherence to global safety policies, guidelines, and regulatory requirements.
- Oversee investigations into high-risk or sensitive cases, perform root cause analysis, and recommend corrective actions.
- Act as the operational voice of Trust & Safety in cross-functional projects with Product, Engineering, Legal, and Customer Service.
- Translate user feedback and case data into actionable insights that influence product, policy, and operational strategy.
- Define, track, and analyze key Trust & Safety metrics (incident rates, fraud trends, SLA performance, user satisfaction).
- Contribute to resource planning and budget management for Trust & Safety operations.
- Represent Trust & Safety in cross-functional initiatives and communicate updates, risks, and progress to senior leadership.
- Partner with Product and Engineering to evaluate, test, and scale AI/ML-driven tools for proactive detection, moderation, and fraud prevention, ensuring human oversight and ethical use.
Requirements
- 8–12+ years of experience in Trust & Safety, Operations, Risk Management, or related fields, ideally within an online marketplace or consumer-facing platform.
- 4–6+ years of people management experience, including multi-level team leadership (supervisors + ICs).
- Proven track record in incident response, fraud detection, content moderation, and policy enforcement at scale.
- Experience leading global operations and managing distributed teams.
- Strong analytical and problem-solving abilities, with expertise in interpreting data and driving data-informed decisions.
- Excellent communication and stakeholder management skills; able to handle sensitive topics with professionalism and empathy.
- Proficiency in Google Sheets/Excel (advanced formulas, pivot tables) and experience with CRM/case management systems (e.g., Salesforce).
- Familiarity with background check processes, identity verification, and regulatory requirements across regions.
- Ability to stay calm, decisive, and solutions-oriented in high-pressure situations.
- Proven ability to balance safety goals with user privacy, ethical data practices, and transparency.
- Experience with AI/ML-driven safety tools, fraud prevention systems, or trust tech platforms is a plus.
- Bachelor’s degree required; advanced degree (MBA or similar) preferred but not required.
Benefits
- Health insurance coverage
- Life insurance
- Disability insurance
- Generous 401K employer matching program
- Paid holidays
- Paid time off (PTO)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident responsefraud detectioncontent moderationpolicy enforcementdata analysisroot cause analysisAI/ML-driven toolsbackground check processesidentity verificationbudget management
Soft skills
leadershipmentoringanalytical skillsproblem-solvingcommunicationstakeholder managementempathydecisivenesssolutions-orientedprofessionalism
Certifications
Bachelor's degreeadvanced degree (MBA or similar)
