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Trust & Safety, Sr Strategy and Operations Manager



Posted on Tuesday, May 14, 2024
About Us:
Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that’s bringing us together. To fulfill Gametime’s mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.
With platforms on iOS, Android, mobile web and desktop supporting more than 25,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.
The Role:
As Strategy & Operations Manager for the Trust & Safety team at Gametime, your role is pivotal in shaping the team's vision and strategy. You will be responsible for enhancing trust, efficiency, and growth targets, with a focus on improving the overall customer experience. This entails collaborating cross-functionally to develop and implement testing and go-to-market strategies, gathering insights, and leading the execution of a holistic plan to elevate quality standards.

What you’ll do:

  • Create the long-term strategy for processes and tooling, including actionable roadmaps, relationships with vendors and engineering, and key requirements for implementation
  • Assess the cost, effectiveness, and gaps in the fraud and payments tool stack on an ongoing basis, making recommendations for improvements
  • Iterate on current implementations to optimize the effectiveness of tools
  • Analyze and regularly improve upon the internal rules, settings, and logic flows that influence the user experience and T&S workflows
  • Implement a clear project management system for the T&S team that can be followed across the org (i.e. Jira, Asana)
  • Drive strategy with data-driven solutions
  • Be an expert in the health of the T&S dept - have a pulse on revenue impact, losses, chargebacks, SLAs, operational queues and headcount
  • Influence the narrative and importance of T&S across the company
  • Become an expert on the user journey and identify areas of risk
  • Find creative short-term and long-term solutions to mitigate risk and plan for scale
  • Work closely with product as they build new features and products to ensure that we reducing risk or aware of potential vulnerabilities
  • Identify pain points and areas for improvement, and lead the roadmap to implement updates
  • Curate and maintain a central repository for T&S policies, processes, procedures, and flowcharts
  • Ensure accuracy and consistency in tone, brand, and policy both internally and externally
  • Work closely with Fan Happiness and other depts on issues and escalation workflows

Our ideal Candidate has:

  • 5+ years experience in strategy, operations, program or direct Trust & Safety or Fraud management roles.
  • In depth knowledge and experience with 3rd party risk management systems, fraud solution providers, and payment service providers
  • Proven track record leading initiatives to success through cross-functional partnerships in a complex and fast paced environment.
  • Proficient analytical thinker skilled at extracting actionable insights from complex datasets, with a preference for intermediate SQL proficiency.
  • Customer-centric mindset, always prioritizing the needs of our customers.
  • Comfortable with ambiguity, adept at devising plans and solving complex problems without relying on predefined playbooks.
  • Thrives in environments of rapid change and continuous learning, finding excitement in embracing new challenges and opportunities for growth.

What we can offer:

  • Flexible PTO
  • Competitive salary & equity package
  • Monthly Gametime credits for any event ($1,200/yr)
  • Medical, dental, & vision insurance
  • Life insurance and disability benefits
  • 401k, HSA, pre-tax savings programs
  • Unlimited snacks, drinks
  • Company happy-hours, events and outings
  • Wellness programs
  • Tenure recognition
Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.