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Senior Manager of Trust and Safety Shared Services

Posted on Nov 19, 2018 by Etsy

New York, NY 10001
Design & Creative
Immediate Start
Annual Salary
Full-Time

Senior Manager of Trust and Safety Shared Services

New York, NY

Customer Support & Services - Members & Community Operations

The Senior Manager of Trust and Safety Shared Services leads the Data Analytics, Quality & Training, Product Support and Vendor Ops functions that enable our global Trust & Safety Organization to do their best work. The Trust & Safety team keeps Etsy and our community safe by monitoring and detecting brand, financial, legal and compliance risks and mediating disputes through a combination of automated systems, machine learning, and human review.

As the Senior Manager of Shared Services, you are the connection between Trust & Safety and the rest of the company, including Product, Marketing, Legal, and all other internal partners. You manage senior relationships and the flow of information. This works both downstream to ensure that Trust & Safety has a consistent and comprehensive plan for Etsy product initiatives throughout their lifecycle, as well as upstream highlighting trends, highlights, and opportunities in the work.

This role reports to the Senior Director of Trust & Safety in our Brooklyn, NY HQ.

About the Job

    • Leading and mentoring a team of 5+. The team's scope encompasses Insights & Analytics for all of Trust & Safety, T&S Product Support, Quality & Training, and Vendor Ops.
    • Partnering with Product Management early in the development cycle to communicate risks and collaborate on systems to prevent, detect, monitor, and respond.
    • Keeping Trust & Safety teams informed about the company roadmap at the appropriate level, giving them a comprehensive and real-time view of active work and ensuring that the right teams are involved in the right discussions
    • Keeping team's dashboards up to date and accurate
    • Producing monthly and quarterly business reports for the executive team

About the Role

    • 7+ years experience in technical support and/or relationship management roles
    • 5+ years of experience managing teams with 2+ managing managers
    • SQL experience a plus
    • You thrive off thoughtful planning, problem solving, and multitasking
    • You have extraordinary communication and interpersonal skills, with the ability to influence multiple stakeholders at various levels and disciplines
    • You are adaptable and resilient in nature and quickly pivot - and bring your team along for the ride - as the business landscape evolves.
    • You are adept at developing and building relationships
    • You are comfortable gathering and utilizing data to make decisions
    • You can effectively prioritize amongst conflicting demands
    • You have excellent written and presentation skills
    • You can work with a high level of autonomy

What's Next

Interested in working with us? Send us a cover letter and your resume explaining why you'd be great for the job. We value your unique talents and point of view, so feel free to tell us what you are all about. And if you write, draw, craft, or contribute to something you're proud of, we'd love to hear about it.

At Etsy, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Etsy is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

Reference: 559142304