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Associate Manager, Trust & Safety Operations
Posted on 5/28/2022
INACTIVE
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Data Analysis
JIRA
Management
Salesforce
SQL
Tableau
Requirements
  • 5+ years of experience in Trust & Safety operations, preferably at an internet or technology company
  • 3+ years in people management roles
  • The ability to identify initiatives to drive efficiency and customer satisfaction
  • Have a flexible schedule and willing to work weekends/off hours
  • Collaboration, communication, and relationship-building skills including conveying complex ideas to various audiences
  • Ability to spot patterns and formalize complex ideas into a well-defined process
  • A passion for keeping up with new trends in the Trust & Safety space
  • Proven strength in data analysis and data-driven decision making
  • Quick-thinker, fast learner with a great work ethic
  • Ability and desire to identify and develop exceptional talent to continuously improve operational efficiency and team member engagement
  • Strong interpersonal, verbal, and written communication skills
  • BA or BS Degree or higher
  • *The Trust & Safety Operations team collectively works 7 days a week. As manager of the team, you may need to support a non-traditional schedule, at times, including weekends, non-business hours and holidays*
Responsibilities
  • Provide mentorship, feedback, and guidance to inspire, challenge, and grow a high-performing team of operators
  • Proactively identify existing/potential gaps and improve team workflows
  • Support your direc reports by ensuring they have what they need to perform their jobs effectively
  • Keep a pulse on the health of our programs by monitoring numerous real-time queues and Tableau dashboards, ensuring appropriate turnaround times and helping the team prioritize time sensitive content for manual review
  • Manage escalations on complicated cases, coordinate cross-functionally as needed, and quickly execute remediation plans to address internal and external communications (including with law enforcement)
  • Develop relationships and partner with key stakeholders across Integrity Operations peers, product, treasury, and legal to effectively manage trust and safety programs
  • Engage deeply with metrics, optimizing team performance in order to meet OKRs
  • Use analysis and observation to identify process improvements, build consensus on new approaches, and drive change when needed
  • Collaborate with analysts, operations specialists, policy managers, data scientists and engineering to build on existing, as well as create new, prevention and detection mechanisms, processes, and tools
  • Identify opportunities to change the product or our internal policies or process to improve user trust, or provide a better user experience
  • Maintain strong domain knowledge of the worlds of trust & safety, abuse, and risk including new techniques and technologies available to fight abuse as well as the new tricks and trends of the abusers
Desired Qualifications
  • Specialization in content moderation
  • Experience managing remote team members
  • Working knowledge of Salesforce, Jira, Slack, Google Apps, SQL
  • Active Eventbrite user with a passion for live events
  • Language skills - fluency in multiple languages
Eventbrite

501-1,000 employees

Online event planning services
Company Overview
Eventbrite's mission is to bring the world together through live experiences. The company operates an online ticketing and event management platform.
Benefits
  • We care about your mental health and wellbeing. Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And if you like sports, we have our wellness program to pay for your gym expenses.
  • Ongoing training and career development is an important part of our culture. We offer unlimited access to courses in Udemy, language exchange programs, internal training, wildtalks, workshops and weekly sessions with our CEO
  • Work-life balance is extremely important to us. Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing.