Senior Manager, Trust & Safety

Jose Art Gallery

Senior Manager in Trust & Safety responsible for overseeing fraud detection and case resolution for Artsy. Leading initiatives and collaborating with cross-functional teams to enhance operational standards and user trust.

Posted 5/15/2026full-timeNew York City • New York • 🇺🇸 United StatesSenior💰 $80,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

Own the end-to-end response to complex security incidents and fraud events, from initial detection, through root cause analysis, cross-functional coordination, and post-incident review - serving as the senior decision-maker and stakeholder communicator throughout.
Lead fraud detection and investigation across marketplace and auction activity, driving escalated cases, pattern analysis, and the cross-functional response required to resolve issues.
Own the resolution of complex post-sale disputes, including authenticity challenges, damage claims, and listing inaccuracies. Setting the investigative standard, making final judgement calls on escalated cases, and identifying opportunities for policy, process or product improvement.
Lead the end-to-end chargeback process, gathering and formalising evidence for submission.
Enforce Artsy's Trust & Safety policies with consistency and sound judgment, escalating or adapting where edge cases require it
Complete KYC and AML verification for Artsy users, owning decisions on complex or high-risk cases.
Manage outreach to sellers with failed or unpaid subscription charges, ensuring timely resolution.
Collaborate with internal teams, including Legal, Product and Marketplace, on the development and ongoing enforcement of Trust & Safety policies.
Drive Trust & Safety initiatives across the business, identifying opportunities to improve processes and close risk gaps.

Requirements

What you’ll need

3+ years of experience in fraud, disputes, or trust & safety
You're comfortable making tough, ambiguous calls and standing behind them
You're highly organised and can manage a varied caseload
You're comfortable working with data and using it to identify trends and inform decisions
You have experience with KYC and AML verification processes
You know how to work cross-functionally and influence teams outside of your own
You're comfortable working autonomously in a fast-moving, high-ownership environment where the playbook isn't always written yet
You can communicate complex risk decisions clearly to stakeholders

Benefits

Comp & perks

Competitive salary and equity
Flexible time off
Comprehensive healthcare & benefit options, including: medical, dental, parental leave, short- and long-term disability, Employee Assistance Program featuring free mental health support, 401k, commuter benefits, flexible spending accounts (FSA), health savings accounts (HSA), financial wellness support & resources, and more
Professional development, including: mentoring, lunch & learns, regular training, 1:1 management, and an open feedback culture
Engaging opportunities and internal programming globally, to foster new relationships and build upon our collaborative community. Including: happy hours, holiday parties, global "All Hands" meetings, "Artsy Salon" (a yearly exhibition of our team's creativity), attendance to art world events, and more

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

fraud detectionroot cause analysispattern analysisKYC verificationAML verificationchargeback processpost-sale dispute resolutionevidence gatheringdata analysisrisk assessment

Soft Skills

decision-makingcommunicationorganizational skillscross-functional collaborationautonomyproblem-solvinginfluenceadaptabilityjudgmenttime management