Trust & Safety Manager Etsy
We are looking for an action-oriented, bootstrapping and highly motivated person who remains calm under stress to lead the Trust & Safety team at Etsy.com. This role will be based in Brooklyn, NY.
About the Trust & Safety Team
The role of Etsy's Trust & Safety Team is to maintain a safe buying and selling environment by effectively enforcing buyer and seller transactional policies, resolving transaction disputes, preventing and managing payment risks and providing support to our members after difficult customer experiences.
About the Job
The Manager of the Trust & Safety team is responsible for continually improving the trustworthiness of our marketplace, by executing risk mitigation plans, establishing efficient operational processes and driving toward key strategic goals through measurable results. We need someone with technical, business, and customer support acumen who knows how to handle issues such as seller non-deliveries and fraud detection who can work across the company to drive best practice and right product solutions.
Plan and schedule project goals, milestones and deliverables
Design, develop and implement risk mitigation and member facing support strategies and policies
Monitor, measure and report individual and team quality and performance metrics
Lead day-to-day operations for the team, including defining resources and schedules for work queues
Continually transform work processes to be scalable and efficient as transaction volume scales up
Communicate technical and functional requirements for tools to product managers and engineers
Respond to escalated tasks or emails from members
Establish team goals and provide guidance and mentoring to individuals on the team
Minimum 5 years of relevant experience, with at least 3 years managing a team
Experience in policy enforcement, online payments risk management, fraud detection, and chargeback processing (experience with international payment methods a plus)
Experience leading and growing a team
Excellent verbal and written communication skills
Exceptional teamwork, organizational and analytic skills
Ability to leverage technology to achieve results
Experience in coding and ability to write SQL statements to analyze data preferred
Level-headed temperament under the face of extreme pressure
BA/BS degree with strong academic record; Masters degree preferred
Etsy is the marketplace we make together. We have 20 million members in over 200 countries. In 2012, our sellers grossed more than $850 million in sales. Our mission is to reimagine commerce to build a more fulfilling and lasting world.
Our offices are like this http://www.avc.com/avc/2010/09/the-office-matters.html and this http://www.officesnapshots.com/2010/10/11/etsy-offices/. We're empowered and expected to be ourselves, share our ideas and figure out what we can each do to keep Etsy evolving. We have full company-paid benefits, including family and domestic partner benefits, humane working hours, couches, quiet spaces, lunch twice a week and handmade desks.
We're growing rapidly and are well-funded with a proven business model and established revenue to help us continue serving our community.
If you're interested in joining the team at Etsy, please send a cover letter along with your resume telling us what inspires you about Etsy and why you think you are perfect for the team (resumes without a cover letter will not be considered). If you contribute to an open source project, write a blog, or practice another craft besides coding, that means something to us, and we would love to hear about it when you write!
||325 Gold Street |
Brooklyn, NY 11201