Manager Trust & Safety Operations (All Genders)

Trust & Safety Operations Manager

The Trust & Safety Operations Manager role is a key position within our Design, Marketing, & Content (DMC) business and tech function, dedicated to delivering exceptional and inspiring experiences for Zalando’s customers. As a pioneering member of Trust & Safety at Zalando, you’ll play a pivotal role as we scale user- and creator-generated content, ensuring we protect users, meet regulatory standards, and uphold Zalando’s reputation and public trust. We seek a strategic and influential leader with a passion for safety, adept at navigating complex, fast-paced environments. With your expertise in policy operations, risk mitigation, and cross-functional collaboration, you will significantly advance Zalando’s commitment to creating a safe and trustworthy experience for millions of users across 25 European markets.

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING):

1. Develop and implement scalable, efficient processes to enforce Zalando’s policies and guidelines for users, creators, and partners, ensuring safety and inclusivity across the platform.
2. Serve as the primary contact for vendor teams and frontline moderators, equipping them with effective workflows and holding them accountable to high standards of quality and productivity.
3. Apply quantitative data and sound judgement to make swift, high-stakes decisions on complex enforcement and crisis issues, ensuring decisions are consistent, clear, and aligned with Zalando’s values.
4. Work closely with Product and Engineering teams to inform automation tools that efficiently detect and remove harmful content.
5. Track key performance indicators that measure operational effectiveness, using these metrics to guide continuous improvement.
6. Leverage data to identify gaps in policy enforcement, operational workflows, or platform safety features. Drive initiatives to address these gaps, ensuring a proactive approach to trust and safety challenges.
7. Partner closely with the Senior Manager of Policy to operationalise policy updates.
8. As the function scales, coach operations specialists who will handle day-to-day tasks.

WHAT WE’RE LOOKING FOR:

1. You’re proud of your degree (Bachelor, Master, MBA) and real-world operations experience.
2. You have 4+ years of relevant work experience in Trust & Safety, scaled operations, or a related role at an e-commerce company or marketplace, specifically handling issues like copyright, regulated goods, etc.
3. You have a proven track record of developing and implementing effective enforcement processes, with a strong understanding of safety principles and risk management.
4. You can quickly identify problems, thoroughly analyse them, and deliver feasible policy enforcement solutions.
5. You possess strong communication and interpersonal skills, including experience in stakeholder engagement and advocacy.
6. You thrive in a fast-paced, dynamic environment, managing multiple priorities and driving results under tight deadlines.
7. Your oral and written English is business fluent.

OUR OFFER:

Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer:

• Employee shares program
• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners
• 2 paid volunteering days a year
• Hybrid working model with 60% (or more) remote per week, actual practice is up to each team to best support their collaboration
• Work from abroad for up to 30 working days a year
• 27 days of vacation a year to start
• Relocation assistance available (subject to prior agreement)
• Family services, including counseling and support
• Health and wellbeing options (including Gympass)
• Mental health support and coaching available

At Zalando, our vision is to be inclusive by design. And this vision starts with our hiring – we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. You are welcome to leave out your picture, age, or marital status from your application. We only assess candidates on their qualifications and merit.

We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need, so we can best support you throughout the hiring process.

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