Manager, Trust and Safety

  • People Management
  • Anywhere
  • This position has been filled
  • Experience level: 2+ years

Website Veho

This content was reproduced from the employer’s website on October 18, 2021. Please visit their website below for the most up-to-date information about this position.
Veho’s mission is to revolutionize the world of package delivery by creating exceptional experiences for customers and drivers.
For too long, parcel delivery companies have focused solely on efficiencies and cost management. Veho focuses on the end customer. As the first technology company of its kind, Veho replaces the old delivery trucks with a two-sided crowd-sourced platform and a network of hyper-local distribution centers. Veho is disrupting the logistics space through our technology. We put the customer at the center, replacing the old model of fleet vehicles doing package delivery. We partner with some of the most recognized consumer brands such as Warby Parker and Hello Fresh to provide an incredible experience with every delivery and give customers controls on how, when, and where their package is delivered.
Customers LOVE us. Despite growing at a record speed over the past two years, we maintain an incredibly high customer satisfaction rating of 4.9/5 stars and an unprecedented on-time delivery rate of 99.9% – far above every other company in the country.
In short, we are building the logistics platform of the future.
Veho is backed by former top executives and board members at Uber, FedEx, UPS, eBay, and Amazon; three former public company CEOs, and early investors in Lyft and Instacart. We are a team of leaders who are passionate about building an incredible company that will change the face of this industry.
About the Role
Veho’s Support team is continuing to grow, and this time it’s leaning into our Trust & Safety efforts. As a result, we’re hiring our first Trust & Safety Manager to help develop industry best practices and guide our Trust & Safety initiatives to help remain in the forefront of the industry. Overseeing a team of two existing people, the Trust & Safety Manager will have a unique opportunity to help construct the function from the ground up so we’re looking for someone who relishes the chance to build!

What You’ll Do

      • Lead strategic initiatives that result in a safer environment for all customers the Trust & Safety team supports.
      • Develop KPIs and reporting to help keep a pulse on the state of Trust & Safety within the Veho marketplace
      • Help build a Trust & Safety brand that aligns with our company values and also supports all our customers within this space
      • Help construct, execute strategic initiatives surrounding Trust & Safety to help continue to position our value proposition
      • Lead a small team and performance manage, coach, hire, terminate as necessary
      • Assess and own our practice of handling inbound queries to allow for maximum efficiency and record-keeping
      • Plan, prioritize, and coordinate the daily responsibilities of the Trust & Safety team along with defining priorities and service level agreements.
      • Coordinate Trust & Safety activities and operations to secure efficiency and compliance with laws, regulations, and company policies
      • Demonstrate effective team leadership skills in actions, communications, and management practices
      • Work closely with the existing Support teams and other business units to collaborate on operational procedures and deliver a consistent experience to our customers.
      • Ensure Trust & Safety readiness for new product launches
      • Act as the primary point of contact for law enforcement at the local, state, and federal levels
      • Be a major constituent in product development to help focus on Trust & Safety areas of opportunities or ensuring the Trust & Safety and safety voice is heard

Required Qualifications

      • 2+ years in Trust & Safety in a building capacity, ideally at scale
      • Experience working with independent contractors in a Trust & Safety capacity
      • Excellent communicator and can adjust communication styles seamlessly depending on the audience
      • Demonstrated track record of developing and implementing initiatives, processes, and structures in collaboration with cross-functional partners to identify and act on ways to enhance the overall customer experience.
      • 2+ years experience managing people of different levels

Preferred Qualifications

    • You’ve built, or had a major hand in helping build, previous T&S teams from scratch, inclusive of tool selection
    • Experience navigating T&S in a start-up, marketplace environment