Senior Manager, Trust & Safety - Worker Relations

As the Senior Manager, Trust & Safety - Worker Relations at Instawork, your key responsibilities include leading a team of Trust & Safety Specialists, overseeing high-severity escalations, and developing strategies to enhance operational workflows. You will also collaborate with cross-functional teams to manage safety risks, act as a point of contact for executive leadership on critical issues, and analyze data trends to identify potential risks.

To qualify for the Senior Manager, Trust & Safety - Worker Relations role at Instawork, candidates should hold a bachelor’s degree or equivalent experience, have over 4 years of experience in Trust & Safety or related fields, and possess at least 2 years of management experience. Familiarity with legal compliance, strong analytical skills, and the ability to thrive in a dynamic environment are also essential.

The Senior Manager, Trust & Safety - Worker Relations at Instawork will ensure compliance by overseeing investigations into escalations, implementing Community Guidelines, and collaborating with the Legal team to align our practices with regulatory standards. Additionally, they will analyze data to inform strategies that address compliance issues effectively.

The work schedule for the Senior Manager, Trust & Safety - Worker Relations at Instawork includes weekend and holiday on-call coverage, as well as coverage during non-standard business hours. This role requires flexibility to manage critical escalations around the clock while also emphasizing a hybrid work model.

Instawork offers ample opportunities for advancement for the Senior Manager, Trust & Safety - Worker Relations. As the company grows, this role allows for professional development through exposure to executive leadership, cross-functional collaboration, and the chance to influence policies and strategies that shape the company’s future.

To successfully prioritize responsibilities, I focus on risk assessment, evaluating which tasks have the highest impact on safety and integrity first. I employ project management tools to track tasks and foster open communication with my team to align priorities effectively.

In a previous role, I managed an escalated incident involving platform abuse. I led a comprehensive investigation, coordinating with the Legal team to ensure compliance and swiftly resolved the issue, minimizing risk to our users while reinforcing the trust in our platform.

To enhance operational workflows, I would analyze existing processes for efficiency, incorporate automation tools where applicable, and establish regular training sessions for staff to ensure they are equipped to handle escalations. Collaborative feedback loops with cross-functional teams would also provide ongoing operational improvements.

Success can be measured through a combination of metrics, including the reduction of escalations over time, user satisfaction surveys, and compliance audit results. I believe in collecting data consistently to inform our practices and making adjustments based on trends observed.

A strong team in Trust & Safety is built on trust, effective communication, and diverse skill sets. Team members should feel empowered to share insights and work collaboratively to address challenges. A focus on continuous learning and mentorship also fosters a resilient environment.

I have collaborated with law enforcement on several occasions, where I facilitated communication and information sharing while ensuring confidentiality. Building rapport with these stakeholders is crucial in handling critical safety incidents swiftly and effectively.

Data analysis plays a pivotal role in my decision-making by providing empirical evidence to identify trends, assess risks, and evaluate the effectiveness of our Trust & Safety strategies. I leverage tools like SQL and Excel to analyze data sets and inform adjustments to our policies.

To keep my team motivated, I focus on transparent communication about expectations and celebrate the small wins along the way. Building a supportive culture where team members feel valued and encouraged to express their thoughts is key to sustaining morale, especially during peak pressures.

My approach involves thorough research, collaboration with key stakeholders, and soliciting feedback from users. I ensure that the policies are not only clear and comprehensive but also reflect our commitment to safety while being adaptable as challenges evolve.

Challenges such as evolving fraud schemes and user safety perceptions are imminent. To address these, I would advocate for proactive monitoring, user education programs, and agile policy adjustments informed by ongoing data analysis and user feedback.