Senior Manager, Trust & Safety (Remote)

ezCater is building the most trusted marketplace for enterprise catering — and this role is how we get there. As the first dedicated leader of Trust & Safety, you will define what that means, build the team and systems to deliver it, and make it a durable competitive advantage. This is a high-visibility, high-ownership opportunity for someone who thrives in builder environments and is passionate about the infrastructure that makes marketplaces work.

Reporting to the Director of Network Health and working closely with the Assistant General Counsel you will lead the strategy and execution of ezCater’s building and maintaining a safe and trusted marketplace. You will develop collaborative and impact-driven partnerships across ezCater, including legal, operations, sales, marketing, and product.  This is a high-visibility role requiring judgment, a "builder" mindset, and a passion for creating safe, reliable B2B ecosystems. 

What you’ll do:

• Define what trust means at ezCater. Develop definitional protocols to identify trust-breaching customer experiences and to recommend optimal response strategies along with communication. 
• Transform policy into playbooks by developing SOPs, response scripts, and centralized tracking systems for the team.
• Hire, lead, and scale a Trust & Safety team tasked with policy enforcement, dispute support, and network health compliance. 
• Own the trust pulse of the marketplace. Establish processes for monitoring by type and frequency trust-breaching incidents and prepare periodic reports to leadership regarding overall state of Marketplace Trust.  
• Write the rules that govern our marketplace. Design trust policies to govern marketplace participation by Restaurant Partners and and other third parties critical to quality customer experience, and develop internal training and monitoring processes to ensure compliance with policies. 
• Shape our AI Trust vision. Be the internal voice for how Trust and Safety will evolve alongside AI adoption, ensuring our approach to AI maintains consumer sentiment and safety.
• Align the company around consistent enforcement. Establish clear boundaries and shared standards across Sales, Marketing, Operations, and Product to ensure policy enforcement is consistent and frictionless.
• Lead our highest-stakes responses. Provide best-in-class advice on response strategies to trust-breaching events, including meeting with and helping draft communications to key Enterprise customer stakeholders and national-scale Restaurant Partner brands.
• Own investigation and escalation. Lead internal fact gathering to support legal’s investigation into actual or potential disputes arising from trust-breaching events or escalations, including communication with Public Health agencies where needed.

What you have:

• 10+ years in the arena with deep T&S ownership, or comparable experience in Operations, Product or Compliance functions for a Technology Company, at least 3 of which must have required primary ownership of Trust and Safety program design and implementation. 
• A track record of building and leading high performing teams, with at least 5 years of experience directly hiring, managing, and developing front-line teams, specifically those tasked with high-volume escalations, disputes, and policy enforcement.
• Hands-on experience designing dispute resolutions from scratch. Strong background in building and scaling dispute resolution and appeals processes from the ground up.
• Elite judgment under pressure. Battle-tested decisiveness in high-stakes situations, with exceptional discretion and a practical head for business.
• Proven ability to turn hard problems into measurable impact. A track record of attacking complex problems with a customer-centric focus and launching solutions with demonstrable business results.
• A proactive, self-directed learning mindset. Demonstrated ability to identify knowledge gaps and fill them zealously through research — with the intellectual curiosity and work ethic to get up to speed fast on ezCater's evolving business.
• Exceptional communication at every level. Outstanding written and oral communication skills, with the ability to draft executive-level reporting, customer-facing communications, and internal policy documents.
• Academic foundation. Completion of a 4-year accredited college program required; advanced graduate study preferred, especially in a field related to this work.

The national total target cash compensation range for this position, including base salary and bonus target, is $145,000–$217,000 annually.*

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).