Senior Manager, Trust & Safety

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.