Director - Trust & Safety Operations

🚀 Whatnot

Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz Y Combinator and CapitalG. We’re building the future of ecommerce bringing together community shopping and entertainment. We are committed to our values and as a remote-first team we operate out of hubs within the US Canada UK Ireland and Germany today.

We’re innovating in the fast-paced world of live auctions in categories including sports fashion video games and streetwear. The platform couples rigorous seller vetting with a focus on community to create a welcoming space for buyers and sellers to share their passions with others.

And we’re growing. Whatnot has been the fastest growing marketplace in the US over the past two years and we’re hiring forward-thinking problem solvers across all functional areas.

💻 Role

The Director of Trust and Safety Operations will build scale and lead Whatnot’s T&S Operations organization. This role will report directly to the VP of Customer Experience.

• Architect and evolve T&S Operations organization based on industry best practices

• Lead and oversee strategic development and operational execution of Whatnot’s user report handling user or incident investigation and crisis response programs

• Strategize and execute globalizing operations and develop T&S Ops-specific outsourcing strategy to enhance scalability and operational efficiency

• Direct 24x7 operations of T&S Ops teams in the US and internationally mentoring managers and agents and balancing the operational realities of a fast-growing start-up with continuously evolving policies and product demands

• Serve as the global escalation point for emergency trust and safety cases providing timely and effective corrective actions and driving systematic changes to prevent reoccurrence

• Manage T&S operational metrics and leverage data-driven insights to enhance escalation flows iterate on policies and refine tools to enforce our rules while enhancing user experience

• Collaborate with Workforce Management Vendor Management Policy Product/Engineering Category Expansion and Customer Operations to effectively scale operations and refine trust and safety risk assessment and mitigation strategies.

👋 You

Curious about who thrives at Whatnot? We’ve found that low ego a growth mindset and leaning into action and high impact goes a long way here.

As our next Director of Trust and Safety Operations you should have:

• 8+ years of leadership experience in scaled Trust & Safety operations or equivalent field.

• Sound business judgment including using data to drive strategy and business action.

• Proven leadership skills adept at communication collaboration and persuasion.

• Strong critical thinking strategic problem-solving and analytical capabilities.

• Highly effective and working cross-functionally with product policy ops and exec leadership.

• Exceptional verbal and written communication skills.

• Able to move remarkably fast with little structure and guidance.

💰Compensation

For Full-Time (Salary) US-based applicants: $245000 - $275000/year + benefits + stock options

The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including level relevant prior experience skills and expertise. This range is only inclusive of base salary not benefits (more details below) or equity in the form of stock options.

🎁 Benefits

• Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)

• Health Insurance options including Medical Dental Vision

• Work From Home Support

  • $1000 home office setup allowance

  • $150 monthly allowance for cell phone and internet

• Care benefits

  • $450 monthly allowance on food

  • $500 monthly allowance for wellness

  • $5000 annual allowance towards Childcare

  • $20000 lifetime benefit for family planning such as adoption or fertility expenses

• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally

• Parental Leave

  • 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

💛 EOE

Whatnot is proud to be an Equal Opportunity Employer. We value diversity and we do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status parental status disability status or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage support and respect the different skills and experiences represented within our workforce.