Senior Manager, Trust & Safety

<div class="content-intro"><p>Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.</p> <p>With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. For more information, visit <u><a href="http://www.roadie.com" target="_blank">www.roadie.com</a></u>.</p></div><p>Reporting to the Director of Trust & Safety, the <strong>Senior Manager, Trust & Safety</strong> is responsible for leading day-to-day operations and delivering operational excellence of critical risk functions that protect customers and uphold platform integrity. This leader directly manages Trust & Safety Leads across three pillars (Critical Response, Compliance, and Claims), while driving scalable programs, influencing cross-functional priorities, and elevating organizational maturity in risk management.</p> <p>This role requires someone who can balance operational rigor with proactive problem solving, while developing a high performing team to address emerging risks in a dynamic, high-growth environment.</p> <p><strong>What You’ll Do</strong></p> <ul> <li>Contribute to and drive the strategic direction for Trust & Safety, translating team priorities and risk insights into measurable OKRs and operational roadmaps</li> <li>Directly manage Trust & Safety Leads, coaching and developing them to build a high-performing, accountable organization with strong ownership of KPIs, quality, and service levels</li> <li>Own end-to-end risk mitigation strategy across Critical Response, Compliance, and Claims, ensuring scalable, consistent, and defensible decision-making frameworks</li> <li>Leverage data to identify trends, forecast emerging risks, drive operational improvements, delivering regular reporting to the Director and other stakeholders </li> <li>Partner cross-functionally with Legal, Product, Engineering, Operations, and CX leadership to shape policy, influence product and technology decisions, and implement scalable risk mitigation solutions that support strategic Trust & Safety objectives and operational effectiveness</li> <li>Drive operational scale and efficiency, identifying systemic gaps and leading initiatives across tooling, automation, and process optimization</li> <li>Oversee high-severity incidents and escalations, ensuring executive visibility, clear communication, and effective resolution</li> <li>Ensure compliance with legal and regulatory standards, proactively adapting to evolving requirements and minimizing organizational risk exposure</li> <li>Champion a culture of sound judgment, accountability, and continuous improvement, raising the bar for decision quality and risk ownership across the team</li> <li>Lead change management initiatives, guiding the department through process, policy, and structural evolution</li> </ul> <p><strong>What You Bring</strong></p> <ul> <li>5+ years of experience in Trust & Safety, Risk, or related field, with increasing scope and ownership</li> <li>3+ years of people leadership experience, including managing team leads or managers </li> <li>Proven ability to operate at both strategic and tactical levels, setting vision while driving execution</li> <li>Strong analytical mindset with experience using data to influence decisions and drive business outcomes</li> <li>Experience working cross-functionally with Legal, Product, and Operations stakeholders at a senior level</li> <li>Excellent communication and executive presence, with the ability to influence and build alignment across stakeholders</li> <li>Demonstrated ability to scale processes, teams, and systems in a fast-paced environment</li> <li>High level of sound judgment and ability to navigate complex, high-risk scenarios with confidence</li> <li>Experience with CRM tools such as Salesforce and risk management tools such as consumer reporting platforms and identity verification software</li> </ul> <p><strong>Why Roadie?</strong></p> <ul> <li>Competitive compensation packages </li> <li>100% covered health insurance premiums for yourself</li> <li>401k with company match</li> <li>Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) </li> <li>Flexible work schedule with unlimited PTO </li> <li>Monthly 3-day weekends</li> <li>Monthly WFH stipend </li> <li>Paid sabbatical leave- tenured team members are given time to rest, relax, and explore</li> <li>The technology you need to get the job done</li> </ul> <div class="job__description body"> <div> <div class="job__description body"> <div> <div class="intro"> <p><strong>This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S. </strong></p> </div> </div> </div> </div> </div>