Senior Manager, Trust & Safety

About Roadie

Roadie, a UPS company, is a leading logistics and delivery platform transforming modern retail through unmatched delivery coverage, flexibility, and visibility. With reach to 97% of U.S. households across more than 30,000 zip codes—spanning urban hubs to rural communities—Roadie delivers seamless, scalable solutions for diverse logistics needs. Powered by a network of over 310,000 independent drivers nationwide, the platform specializes in local same-day delivery, big and bulky item transport, ship-from-store, and DC-to-door solutions.

The Role

Reporting to the Director of Trust & Safety, the Senior Manager, Trust & Safety leads day-to-day operations and drives operational excellence across critical risk functions that protect customers and maintain platform integrity. This leadership position directly manages Trust & Safety Leads across three strategic pillars—Critical Response, Compliance, and Claims—while championing scalable programs, influencing cross-functional priorities, and elevating organizational maturity in risk management.

This role demands someone who balances operational rigor with proactive problem-solving, developing and mentoring a high-performing team to address emerging risks in a dynamic, high-growth environment.

Key Responsibilities

• Strategic Direction: Contribute to and drive Trust & Safety strategic vision, translating team priorities and risk insights into measurable OKRs and operational roadmaps aligned with business objectives
• Team Leadership: Directly manage Trust & Safety Leads, coaching and developing them to build a high-performing, accountable organization with strong ownership of KPIs, quality metrics, and service levels
• Risk Mitigation: Own end-to-end risk mitigation strategy across Critical Response, Compliance, and Claims, ensuring scalable, consistent, and defensible decision-making frameworks that protect the platform
• Data-Driven Insights: Leverage analytics to identify trends, forecast emerging risks, and drive operational improvements, delivering regular reporting to Director and key stakeholders
• Cross-Functional Collaboration: Partner with Legal, Product, Engineering, Operations, and Customer Experience leadership to shape policy, influence product decisions, and implement scalable risk solutions supporting Trust & Safety objectives
• Operational Efficiency: Drive scale and efficiency by identifying systemic gaps and leading initiatives across tooling, automation, and process optimization to reduce manual touchpoints
• Incident Management: Oversee high-severity incidents and escalations, ensuring executive visibility, clear communication, and effective resolution within established protocols
• Regulatory Compliance: Ensure adherence to legal and regulatory standards, proactively adapting to evolving requirements and minimizing organizational risk exposure
• Culture & Excellence: Champion a culture of sound judgment, accountability, and continuous improvement, raising decision quality standards and risk ownership across the team

What We're Looking For

The ideal candidate brings proven experience managing complex risk operations, team leadership in fast-paced environments, and the ability to balance strategic thinking with hands-on problem-solving. You should demonstrate:

• Strong background in Trust & Safety, Risk Management, or related operational leadership roles at scale
• Proven ability to manage and develop high-performing teams across multiple functional areas
• Experience designing and implementing scalable risk frameworks and compliance programs
• Data literacy and ability to translate analytics into actionable operational improvements
• Excellent cross-functional collaboration and stakeholder management skills
• Knowledge of regulatory compliance, legal risk, and incident management protocols
• Strong communication skills for both executive and operational audiences
• Experience in logistics, marketplace, or platform-based businesses preferred

This is an excellent opportunity to make a meaningful impact on a rapidly scaling platform serving millions of customers across the United States, while working remotely with a mission-driven team at a UPS-backed company.

💰 Compensation not publicly listed. Market estimate for similar roles: from $135K, varying by experience and location.