Favor is seeking a Senior Trust and Safety Manager to join our Operations team in Austin, Texas. This role is crucial for driving operational excellence and scaling initiatives within our Trust and Safety organization. Our Operations and Support teams are essential to delivering exceptional experiences for our Customers, Runners and Merchants. We are seeking an experienced program manager to manage complex projects, oversee vendor management and think beyond the status quo in order to drive top tier, innovative strategy for our Trust and Safety organization. This role requires a deep understanding of fraud across multiple vectors to ensure the Favor platform operates with the highest integrity. As a thought leader, you will be the primary point of contact for stakeholders, leadership and executives across the company.
What You'll Do:
- Lead Favor’s Trust and Safety strategy by ensuring scalability of teams, products, software, programs and processes and overseeing roadmap ownership, OKRs and KPIs
- Oversee multiple concurrent and complex projects aligned with evolving Trust and Safety and Quality Operations needs
- Define program scope, goals and deliverables in collaboration with cross-functional teams
- Handle all aspects of Trust and Safety vendor relationships including new opportunities, RFP ownership, contract negotiations and strategic management leveraging and optimizing vendor impacts in alignment with business initiatives and impacts
- Monitor and analyze data and trends related to Trust and Safety issues and use insights to identify improvement opportunities, drive performance enhancements and implement data-driven solutions
- Provide strategic insights and recommendations to business stakeholders and leadership on program performance and enhancement opportunities through a lens of challenging the status quo and elevating a proactive approach
- Develop and champion a compelling business strategy for Trust and Safety through a combination of understanding customer needs, business goals, market trends and competitor insights to ensure that the Trust and Safety team has a convincing voice at the table
- Investigate unusual business patterns, incidents of fraud and other safety concerns as well as identify root causes and implement timely corrective actions to mitigate long term risk
- Partner with company leadership on Trust and Safety initiatives, contributing to roadmap development and strategic decision-making
- Conduct regular risk assessments and audits to detect Trust and Safety issues, identify potential areas of concern and develop strategies to mitigate them
- Support the team with insurance claims and handle escalations related to safety issues, collaborating with Legal to develop standard operating procedures
- Perform other duties and projects as assigned to support organizational objectives and initiatives
Skills You Have:
- Bachelor’s degree in Business or equivalent relevant work experience
- 7+ years of program management experience, preferably in a Trust and Safety, fraud, risk, compliance or other similar organization within on-demand environments
- Proven track record in creating and driving programs to deliver exceptional experiences for customers and stakeholders
- Strong attention to detail and ability to leverage data and navigate complex, challenging problems to find creative solutions
- Ability to build strong working relationships and rapport across all levels of the organization
- Experience in selecting, negotiating with and managing third-party vendors. Proficiency in developing contracts, setting service level agreements (SLAs), monitoring vendor performance and ensuring compliance with company standards. Ability to foster strong partnerships and leverage vendor relationships to drive business outcomes
- Proficient in Microsoft Office Suite, Google Suite, Slack, and project management tools
- Highly proficient in pulling and synthesizing data to identifying trends, causation and correlation
- Excellent time management and organizational skills with the ability to manage competing priorities and meeting deadlines
- Project Management Professional (PMP) or Six Sigma certification is a plus
- Understanding of regulatory requirements and legal considerations related to Trust and Safety, fraud, risk, compliance or other comparable spaces in an on-demand environment with independent contractors is a plus
Who You Are:
- You thrive in an ambiguous environment and make tradeoffs based on incomplete data
- You can track, report and provide insights on daily, weekly and monthly metrics
- You are driven by analytics to identify trends, causation, and correlations that inform decision-making and drive creation and optimization of programs and processes
- You are decisive and can effectively communicate with all levels of internal and external stakeholders
- You are known for operating with integrity, courage and servant leadership
- You thrive in a fast-paced, constantly changing environment and turn chaos into order
- You are comfortable with a high workload and naturally prioritize tasks to focus on one thing at a time when necessary
- You have a high dynamic range. You have the ability to see the big picture but are comfortable diving deep into the details
- You are an accountable self-starter who thrives amidst shifting priorities and can work independently and proactively
- You are willing to roll up your sleeves and tackle hands-on tasks regardless of complexity or detail
- You do what is needed to successfully complete the task
Life at Favor
Where you'll work: This role can be hybrid or remote, depending on the team member’s location in Texas. If you live in Austin, Texas, we ask that you work from home roughly three days per week and work at our HQ for the remaining work days. If you live in a different city in Texas, you will primarily work from home, with the opportunity to travel to Austin for company-wide events. No matter where you work best, we foster an inclusive and flexible environment to support our workforce.
Benefits: We offer premium health, vision, dental, and life insurance, alongside 401(k) options. We go beyond the basics, while also throwing in Favor delivery fee credit and H-E-B discounts!
Paid time off (PTO): We offer unlimited PTO for salaried employees (that’s actually unlimited) and ample vacation time to all team members.
Learning and development: We encourage personal growth and education through Intern(al)ships and Learning Labs taught by Favor team members and external facilitators.
Community: Whether you’re an avid cyclist, dog lover, or Magic enthusiast, there’s a group for you here. We foster community through Employee Resource Groups (ERGs), company-wide events, happy hours, and regular connection opportunities.
Diversity, equity, and inclusion: At Favor, we believe that to be the best delivery app in Texas, we need to represent all Texans. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives, and we are an equal opportunity employer. We review all resumes and qualifications with an open mind and encourage you to apply if this role interests you!
In addition, as a candidate, if you require any accommodations throughout the recruitment process, simply let your recruiter know! Our talent acquisition team will work with you directly to ensure a smooth and delightful process.
