What are the responsibilities and job description for the Senior Manager, Trust & Safety - Worker Relations position at Instawork?
As the Senior Manager, Trust & Safety - Escalations, you will lead a team of Trust & Safety Specialists dedicated to ensuring the safety and integrity of Instawork's platform. You will oversee high-risk investigations, manage critical escalations, and develop strategies to mitigate platform abuse. Your leadership will drive operational excellence, support cross-functional collaboration, and ensure alignment with company policies and regulatory standards. This role requires a proactive leader with strong judgment, operational expertise, and a passion for creating a safe and trustworthy environment for our community.
This role requires weekend/holiday on-call and non-standard business hours coverage. This is a hybrid role based in our San Francisco office.
What You'll Do:
- Lead and mentor the Trust & Safety Escalations team, providing guidance on complex investigations and high-severity incidents.
- Oversee investigation and response to escalations, ensuring thorough, evidence-based investigations and timely resolutions.
- Develop and implement strategies to enhance operational workflows and enforcement of Community Guidelines and terms of service.
- Collaborate with cross-functional teams (Legal, Product, Engineering, Account Management) to manage safety risks and improve platform policies.
- Act as a point of contact for executive leadership on critical safety issues and escalations.
- Analyze data trends to identify emerging risks and develop proactive mitigation strategies.
- Build and maintain relationships with external stakeholders, including law enforcement and industry partners.
- Drive continuous improvement by identifying training needs and operational gaps within the team.
- Ensure 24/7 operational coverage, including weekend and holiday on-call rotations.
Who You Are:
- Bachelor’s degree or equivalent practical experience.
- 4 years of experience in Trust & Safety, risk management, human resources, compliance or related fields, preferably in a two-sided marketplace.
- 2 years of people management experience, with a proven track record of leading high-performing teams.
- Experience working with Legal teams.
- Strong executive presence and experience briefing senior leadership and C-level stakeholders.
- Demonstrated expertise in managing high-severity escalations and sensitive investigations.
- Proven ability to develop and implement scalable operational processes.
- Exceptional communication and interpersonal skills, with experience engaging external partners such as law enforcement agencies.
- Strong analytical and problem-solving skills; experience leveraging data to inform decisions.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
- Flexibility to work non-traditional hours, including weekends and holidays.
Preferred Qualifications:
- Experienced with legal writing, communication with government agencies, and investigations.
- Strong focus on
- Strong operational experience.
- Proficiency in SQL and data analysis tools (Excel, Mode).
- Experience drafting and publishing policies, help center articles, or user safety documentation.
- Familiarity with regulatory compliance standards related to safety, privacy, and fraud prevention.
For CA based applicants:
- The base salary range for this position is $135,000 - $175,000. This position is eligible for equity in the form of stock options
- This position is eligible for Instawork benefits, including:
- A variety of medical, dental, and vision plans with coverage beginning on the date of hire
- Flexible paid time off
- At least 8 paid company holidays annually
- Home office stipend
- Phone stipend
- Commuter stipend
- Supplemental pay on qualified leaves
- Employee health savings accounts (HSA) contribution
- Flexible spending plans
- 401K plan
- Perkspot - discount program through Lumity
A variety of factors are considered when determining someone’s compensation including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed above.
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Salary : $135,000 - $175,000
