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Description

We are looking for an experienced Risk Manager to help scale our Compliance and Safety Escalation Program. In this role you will build out frameworks, mechanisms, standards and metrics for a team of escalation specialists working to improve our compliance and safety controls. You will bring strong judgment, analytical depth, and a leadership mindset to help empower our team to take on increasingly ambiguous and impactful escalations.

As a Senior Risk Manager on the team, you will help build out critical framework to expand team capabilities in response to varied and complex escalations, while developing and maintaining mechanisms to ensure high operational standards are maintained. You will lead peers and stakeholders to dive deep investigating critical issues, to think big identifying systemic opportunities through root cause analysis, and to hold a high bar communicating findings to organizational leadership. You will investigate complex issues when needed, expanding team knowledge for greater self-sufficiency, and driving collaboration with key stakeholders across program, legal, operations, tech, and other incident management teams. You will define mental models for decision-making, improve how information flows, and develop frameworks that the team can apply at scale.

This role is ideal for someone who enjoys diving deep into cases but is equally energized by stepping back and redesigning the system that processes them. You will influence global standards and practices for our compliance and safety controls, collaborate with cross-functional partners, and help build a high-performing team. If you want to design scalable processes, modernize workflows with AI, and shape how our safety and compliance teams mitigate and prevent defects, this role offers a unique opportunity to lead meaningful change.

Key job responsibilities
- Manage investigation and responses to critical compliance and safety escalations, to identify and mitigate systemic issues based on signals from customers, leadership, media, and other influential groups.
- Build scalable mechanisms that improve quality, speed, and consistency for handling escalations.
- Identify opportunities to improve team capabilities and onboard relevant knowledge, tools, etc to increase self-sufficiency.
- Lead or support complex investigations and escalations, ensuring clear documentation and customer-obsessed recommendations.
- Analyze data to uncover patterns, systemic issues, or signals that require program-level action.
- Write clear narratives that explain risk, root cause, and recommended solutions to senior audiences.
- Identify long-term improvements to the risk management ecosystem and drive cross-functional alignment to implement them.

About the team
Our team protects customers by ensuring best-in-class safety and compliance controls, through escalation management and defect reduction. We investigate anecdotes surfaced through company leadership, media, and other influential groups to identify and remediate systemic issues across our risk management mechanisms. We operate at the intersection of data, customer experience, and product risk. We value people who think clearly, act with ownership, and enjoy improving systems as much as solving individual cases.