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Trust & Safety Program Manager

Los Angeles, CA

About Passes

Passes is a leading platform dedicated to empowering creators and fostering meaningful connections with their audiences. We are committed to providing innovative solutions that help creators grow and thrive in the digital landscape. Join us and be a part of a team that is shaping the future of the creator economy.

Position Overview

We are seeking a data-driven, systems-savvy, and policy-experienced Trust & Safety Program Manager to join our team, focused on making a safe environment for Passes creators and fans. This role will be pivotal in ensuring we scale a compliant and fraud-free platform for all Passes stakeholders, driving implementing T&S products, policies, and guardrails, and maintaining a consistent, reliable, and prevention-heavy approach to the program.

Key Responsibilities

  • Creating a safe and trusted environment for creators & fans:
    • Troubleshoot potential fraud, moderation, and compliance requests of stakeholders reaching out through a variety of support channels
    • Collaborate with internal teams and external stakeholders to resolve urgent T&S issues by employing effective escalation procedures and risk mitigation measures
    • Adhere to key experience SLAs and focus on achieving northstar metrics targets to ensure Passes delivers an amazing support experience
  • Build Scalable Support Documentation and Processes:
    • Identify and deliver key resources and initiatives that establish foundations of Passes’ preventative and proactive Trust & Safety philosophy
    • Identify opportunities for improvement across different trust & safety functions and assist with delivering key operational adjustments to day-to-day trust & safety processes
    • Assist with defining, documenting, and deploying best-in-class standard operating procedures for T&S
    • Define overall T&S strategy and roadmap that positions Passes as a gold standard for adhering to global compliance and regulatory requirements within the industry
    • Help deploy a variety of key Trust & Safety programs that focus on scaling the function and establish long-term trust with Passes creators and fans
  • Establish Trust & Safety guardrails and best practices for the Passes business:
    • Own, monitor, improve, and report on key Trust & Safety metrics and KPIs
    • Serve as the expert and advisor for developing best-in-class T&S guidelines and operations
    • Share and consolidate relevant customer T&S feedback to guide engineering and product prioritization
    • Educate stakeholders on new and existing T&S workflows, SOPs, and protocols that protect the experience of creators and fans inside and outside the platform
    • Lead policy development, maintenance, and deployment for all T&S programs

Qualifications

  • 3-4 years of proven experience in a support and/or Trust & Safety role under a customer service environment, Trust & Safety team, social media platform, or similar function.
  • Excellent data-driven and critical thinking skills that help with defining strategic focus areas and standard investigative procedures that create the building blocks of a full-blown T&S forensics operation
  • Effective communication (written and verbal) and interpersonal skills and background in efficiently deploying policies that require legal and stakeholder feedback
  • Proven ability to deliver strong and consistent Trust & Safety metrics under a high-pressure environment
  • Experience with writing business and technical processes
  • Passion for the creator economy and supporting the success of creators.
  • Plus: Certification with project management or data analytics tools and software
  • Plus: Certification under related Trust & Safety programs (e.g. fraud, moderation, risk mitigation, and policy creation)
  • Plus: Experience w/ Zendesk

Benefits

  • Competitive salary and equity package.
  • Comprehensive health, dental, and vision insurance.
  • 401(k) plan.
  • Unlimited PTO.
  • Professional development opportunities and continuous learning support.
  • Flexible work environment with opportunities for remote work.
  • Passes is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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