Manager trust safety

Senior Manager, Trust & Safety OperationsExpedia Group is the global leader in travel. From the practical matters of booking flights, cars, hotels, packages, local activities, or vacation rentals to realizing dreams and bucket lists, we cover the entire breadth of this deep and varied relationship with our travelers and partners.As the Senior Manager, Trust & Safety Operations, you will be reporting to the Director of Trust & Safety Operations and play an essential role in keeping our community and our platform safe.You’ll understand and enforce our community standards and policies regarding traveler and partner activity on our platform.You’ll lead geographically and functionally diverse teams through challenging circumstances and engage deeply with cross functional teams, including Policy, Product, Engineering and Data Scientists to execute solutions.You’ll partner closely with teams to integrate AI / ML initiatives and advancements that will lead the way in traveler safety.Ensuring the health and safety of our travelers and partners is important to you.What you’ll do :Manage the larger Trust & Safety Operations team by leading functional experts located in AustinBuild, develop and retain a high performing team through mentorship, feedback, and career development, and by being aware of and championing the health and welfare of analysts handling challenging subject matter and difficult behavior by usersOwn the tactical day-to-day operations of the Austin Trust & Safety team, including defining goals and performance metrics for team and function successDrive operational execution of product launches as they pertain to Trust & SafetyEvaluate process and craft recommendations to improve efficiencies or improved traveler and host experiencesWear a strategic hat to solve potential problems through AI / ML models and stay one step ahead of roadblocksPartner with EMEA and APAC Trust & Safety Operations Manager counterpartsAct as a global escalation point responding to urgent safety-related cases and providing suitable follow-up root cause and corrective action plansResponsible for driving key performance metrics related to Trust & Safety strategic prioritiesStay informed about emerging technologies and methodologies in traveler safety, adapting strategies accordinglyFoster healthy collaborations and cross-functional partnerships with other teams whose objectives and work intersect with Trust & Safety, including Product, Legal, Customer Support, and EngineeringWho you are :Bachelor’s or master’s degree in a related field; or equivalent related professional experience6 + years of overall experience in Trust & Safety with technologyExtensive experience with data analysis and insights, and statistical tools (e.g., Python), and in AI and machine learningWorking knowledge with SQL queries and database technologiesExperience with escalation, crisis management and ownershipHigh emotional intelligence (EQ); experience handling sensitive and confidential informationAbility to identify team needs and have the initiative to get stuff doneExperience with synthesizing information, identifying trends, and developing action plans to address issuesExperience in collaborating with multi-functional business, product, and engineering teamsAbility to build a high-performance team rooted in data, operational excellence and passionate about traveler experiencesExperience in relationship building, able to navigate complex organization situations and multiple points of view to ensure alignment on the most pragmatic solutionsThough rare, available for any issues that may arise at night, on weekends or holidaysA strong decision maker with keen analytical skills and the ability to prioritize multiple parallel effortsA proven strategic & tactical thought leader with excellent communication skillsExperience interfacing with Business, Legal, Engineering and Product teamsTrack record of proven results in fast paced and demanding work environmentsThe total cash range for this position in Austin is $155,000.00 to $217,000.00. Employees in this role have the potential to increase their pay up to $248,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience.Pay ranges may be modified in the future.Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical / dental / vision, paid time off, and an Employee Assistance Program.To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. .Last updated : 2024-08-27