About the job

Favor is seeking a Senior Trust and Safety Manager to join our Operations team in Austin, Texas. This role is crucial for driving operational excellence and scaling initiatives within our Trust and Safety organization. Our Operations and Support teams are essential to delivering exceptional experiences for our Customers, Runners and Merchants. We are seeking an experienced program manager to manage complex projects, oversee vendor management and think beyond the status quo in order to drive top tier, innovative strategy for our Trust and Safety organization. This role requires a deep understanding of fraud across multiple vectors to ensure the Favor platform operates with the highest integrity. As a thought leader, you will be the primary point of contact for stakeholders, leadership and executives across the company.

What You'll Do

Lead Favor’s Trust and Safety strategy by ensuring scalability of teams, products, software, programs and processes and overseeing roadmap ownership, OKRs and KPIsOversee multiple concurrent and complex projects aligned with evolving Trust and Safety and Quality Operations needsDefine program scope, goals and deliverables in collaboration with cross-functional teamsHandle all aspects of Trust and Safety vendor relationships including new opportunities, RFP ownership, contract negotiations and strategic management leveraging and optimizing vendor impacts in alignment with business initiatives and impactsMonitor and analyze data and trends related to Trust and Safety issues and use insights to identify improvement opportunities, drive performance enhancements and implement data-driven solutionsProvide strategic insights and recommendations to business stakeholders and leadership on program performance and enhancement opportunities through a lens of challenging the status quo and elevating a proactive approachDevelop and champion a compelling business strategy for Trust and Safety through a combination of understanding customer needs, business goals, market trends and competitor insights to ensure that the Trust and Safety team has a convincing voice at the table Investigate unusual business patterns, incidents of fraud and other safety concerns as well as identify root causes and implement timely corrective actions to mitigate long term risk Partner with company leadership on Trust and Safety initiatives, contributing to roadmap development and strategic decision-makingConduct regular risk assessments and audits to detect Trust and Safety issues, identify potential areas of concern and develop strategies to mitigate them Support the team with insurance claims and handle escalations related to safety issues, collaborating with Legal to develop standard operating proceduresPerform other duties and projects as assigned to support organizational objectives and initiatives

Skills You Have

Bachelor’s degree in Business or equivalent relevant work experience7+ years of program management experience, preferably in a Trust and Safety, fraud, risk, compliance or other similar organization within on-demand environmentsProven track record in creating and driving programs to deliver exceptional experiences for customers and stakeholdersStrong attention to detail and ability to leverage data and navigate complex, challenging problems to find creative solutions Ability to build strong working relationships and rapport across all levels of the organizationExperience in selecting, negotiating with and managing third-party vendors. Proficiency in developing contracts, setting service level agreements (SLAs), monitoring vendor performance and ensuring compliance with company standards. Ability to foster strong partnerships and leverage vendor relationships to drive business outcomesProficient in Microsoft Office Suite, Google Suite, Slack, and project management toolsHighly proficient in pulling and synthesizing data to identifying trends, causation and correlationExcellent time management and organizational skills with the ability to manage competing priorities and meeting deadlinesProject Management Professional (PMP) or Six Sigma certification is a plusUnderstanding of regulatory requirements and legal considerations related to Trust and Safety, fraud, risk, compliance or other comparable spaces in an on-demand environment with independent contractors is a plus

Who You Are

You thrive in an ambiguous environment and make tradeoffs based on incomplete dataYou can track, report and provide insights on daily, weekly and monthly metricsYou are driven by analytics to identify trends, causation, and correlations that inform decision-making and drive creation and optimization of programs and processesYou are decisive and can effectively communicate with all levels of internal and external stakeholdersYou are known for operating with integrity, courage and servant leadershipYou thrive in a fast-paced, constantly changing environment and turn chaos into orderYou are comfortable with a high workload and naturally prioritize tasks to focus on one thing at a time when necessary You have a high dynamic range. You have the ability to see the big picture but are comfortable diving deep into the detailsYou are an accountable self-starter who thrives amidst shifting priorities and can work independently and proactivelyYou are willing to roll up your sleeves and tackle hands-on tasks regardless of complexity or detailYou do what is needed to successfully complete the task