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AI Summary
Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.
With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. For more information, visit www.roadie.com.
Reporting to the Director of Trust & Safety, the Senior Manager, Trust & Safety is responsible for leading day-to-day operations and delivering operational excellence of critical risk functions that protect customers and uphold platform integrity. This leader directly manages Trust & Safety Leads across three pillars (Critical Response, Compliance, and Claims), while driving scalable programs, influencing cross-functional priorities, and elevating organizational maturity in risk management.
This role requires someone who can balance operational rigor with proactive problem solving, while developing a high performing team to address emerging risks in a dynamic, high-growth environment.
What You’ll Do
- Contribute to and drive the strategic direction for Trust & Safety, translating team priorities and risk insights into measurable OKRs and operational roadmaps
- Directly manage Trust & Safety Leads, coaching and developing them to build a high-performing, accountable organization with strong ownership of KPIs, quality, and service levels
- Own end-to-end risk mitigation strategy across Critical Response, Compliance, and Claims, ensuring scalable, consistent, and defensible decision-making frameworks
- Leverage data to identify trends, forecast emerging risks, drive operational improvements, delivering regular reporting to the Director and other stakeholders
- Partner cross-functionally with Legal, Product, Engineering, Operations, and CX leadership to shape policy, influence product and technology decisions, and implement scalable risk mitigation solutions that support strategic Trust & Safety objectives and operational effectiveness
- Drive operational scale and efficiency, identifying systemic gaps and leading initiatives across tooling, automation, and process optimization
- Oversee high-severity incidents and escalations, ensuring executive visibility, clear communication, and effective resolution
- Ensure compliance with legal and regulatory standards, proactively adapting to evolving requirements and minimizing organizational risk exposure
- Champion a culture of sound judgment, accountability, and continuous improvement, raising the bar for decision quality and risk ownership across the team
- Lead change management initiatives, guiding the department through process, policy, and structural evolution
What You Bring
- 5+ years of experience in Trust & Safety, Risk, or related field, with increasing scope and ownership
- 3+ years of people leadership experience, including managing team leads or managers
- Proven ability to operate at both strategic and tactical levels, setting vision while driving execution
- Strong analytical mindset with experience using data to influence decisions and drive business outcomes
- Experience working cross-functionally with Legal, Product, and Operations stakeholders at a senior level
- Excellent communication and executive presence, with the ability to influence and build alignment across stakeholders
- Demonstrated ability to scale processes, teams, and systems in a fast-paced environment
- High level of sound judgment and ability to navigate complex, high-risk scenarios with confidence
- Experience with CRM tools such as Salesforce and risk management tools such as consumer reporting platforms and identity verification software
Why Roadie?
- Competitive compensation packages
- 100% covered health insurance premiums for yourself
- 401k with company match
- Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
- Flexible work schedule with unlimited PTO
- Monthly 3-day weekends
- Monthly WFH stipend
- Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
- The technology you need to get the job done
This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.
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