Manager, Trust & Safety
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AI Summary
About Us
About the Team
Fanatics Collect is a global product and technology group dedicated to revolutionizing the world of collectibles. Every single day our team of experienced product leaders, engineers, and operators obsesses over how to create the ultimate collector experience with our products: Topps.com, the direct to consumer ecommerce platform of the Topps brand, Fanatics Collect, the most trusted and dynamic collector focused marketplace, and our collector focused live shopping platforms, Fanatics Live and Voggt.
We have the unique advantage of being backed by Fanatics - the world’s largest sports merchandiser, with more than 900 global sports relationships, 90+ million reachable fans, and exclusive licensing deals with the MLB, NFL, and NBA among many others - but we’re a nimble, ambitious team building products from the ground up.
If you're passionate about building world class products and share our love for sports fans and collectors, Fanatics Collect offers an exciting opportunity to be part of a dynamic team creating the future of collecting.
Role Summary
The Manager, Trust & Safety is responsible for leading frontline Trust & Safety operations, ensuring high-quality investigations, consistent policy enforcement, and efficient resolution of fraud and abuse cases. This role translates strategic direction from leadership into operational execution, managing daily workflows while driving performance against SLAs, quality standards, and risk mitigation goals. As a critical bridge between strategy and execution, this leader will oversee a team of Trust & Safety Associates, optimize operational processes, and serve as an escalation point for complex and high-risk cases. The role requires strong analytical judgment, operational rigor, and cross-functional collaboration to protect marketplace integrity and customer trust at scale. This is a remote position. #LI-Remote
Key Responsibilities
- Lead and manage a team of Trust & Safety Associates handling fraud, abuse, and policy enforcement cases
- Oversee daily case queues, ensuring SLA adherence, quality standards, and timely resolution
- Coach, develop, and performance-manage team members to drive high performance and career growth
- Translate strategic priorities into clear workflows, SOPs, and execution plans
- Monitor and report on KPIs including resolution time, accuracy, backlog, and fraud loss mitigation
- Identify operational bottlenecks and implement process improvements to increase efficiency and scale
- Act as the escalation point for complex or high-risk (P0/P1) investigations and enforcement decisions
- Ensure consistent, fair, and defensible application of Trust & Safety policies across all cases
- Partner cross-functionally with Legal, Finance, CX, Product, and Engineering on escalations and tooling needs
- Identify fraud trends, policy gaps, and tooling limitations, providing actionable insights to leadership
Qualifications
- Bachelor’s degree in Business, Criminal Justice, Cybersecurity, or a related field; equivalent experience considered
- 5–7+ years of experience in Trust & Safety, fraud operations, risk management, or a related domain
- 2+ years of people management experience leading frontline operations or investigation teams
- Strong understanding of fraud detection, abuse patterns, and marketplace risk dynamics in e-commerce or digital platforms
- Experience managing SLAs, KPIs, and operational performance in high-volume environments
- Proven ability to develop SOPs, improve workflows, and scale operational processes
- Strong analytical and decision-making skills with the ability to handle ambiguity and high-risk scenarios
- Experience partnering with cross-functional teams including Legal, Product, Engineering, and Customer Experience
- Familiarity with Trust & Safety tools, case management systems, and fraud detection technologies
- Excellent communication, coaching, and stakeholder management skills in a fast-paced, high-growth environment
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careers
The salary range represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training. For information about our benefits, please visit https://benefitsatfanatics.com/
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