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Associate Manager, Trust & Safety Operations

Remote, United States

Associate Manager, Trust & Safety Operations

  • Remote, United States
  • Full-time

THE CHALLENGE

Eventbrite is an industry-leading self-service event management platform, and we care deeply about providing a positive and safe experience on our site. Our Trust and Safety team works to cultivate integrity and trust in Eventbrite’s global marketplace through the use of innovative technology and partnership with our community of event organizers and ticket buyers. Preventing abuse of our Community Guidelines and our Terms of Service, as well as providing a positive resolution to sensitive situations are critical parts of providing a delightful experience.

 

THE TEAM

The Trust & Safety team is a small group with diverse backgrounds. We are a crucial part of the larger Integrity Operations team who serves a critical role in allowing our community to experience Eventbrite in a way that fosters trust, safety, diversity, and inclusiveness, while also internally managing certain legal and compliance risks associated with the Eventbrite platform. We work cross-functionally with teams around the company to solve whatever challenges come our way. Our varied experiences help us look at the same problem sets in different ways to extract real insight. 

 

Here are some of the ways the Trust & Safety team steps in to protect our community and drive trust on the platform:

Handles reports of platform abuse and platform misuse including unauthorized selling, outside ticketing, non-events, ticket reselling, and unsolicited invitations

Handles reports of violations of our content standards including hate content, adult content, prohibited content, and misinformation 

Supports creators with refund and payout guidance when events are cancelled, postponed, and rescheduled

 

THE ROLE

You’ll manage a team of Trust & Safety specialists and ensure that day-to-day operations run smoothly. Content Moderation will be a special focus of yours, and you’ll work with Risk Detection & Analytics to ensure our detection mechanisms are continuously up to date, best in class, and surfacing the right issues and data for your team’s review. In partnership with the Trust & Safety Operations Manager, you’ll work to optimize Trust & Safety processes, balancing operator efficiency with quality control, and always looking to safeguard our platform community. 

YOU WILL

  • Provide mentorship, feedback, and guidance to inspire, challenge, and grow a high-performing team of operators
  • Proactively identify existing/potential gaps and improve team workflows
  • Support your direc reports by ensuring they have what they need to perform their jobs effectively
  • Keep a pulse on the health of our programs by monitoring numerous real-time queues and Tableau dashboards, ensuring appropriate turnaround times and helping the team prioritize time sensitive content for manual review
  • Manage escalations on complicated cases, coordinate cross-functionally as needed, and quickly execute remediation plans to address internal and external communications (including with law enforcement)
  • Develop relationships and partner with key stakeholders across Integrity Operations peers, product, treasury, and legal to effectively manage trust and safety programs
  • Engage deeply with metrics, optimizing team performance in order to meet OKRs
  • Use analysis and observation to identify process improvements, build consensus on new approaches, and drive change when needed
  • Collaborate with analysts, operations specialists, policy managers, data scientists and engineering to build on existing, as well as create new, prevention and detection mechanisms, processes, and tools
  • Identify opportunities to change the product or our internal policies or process to improve user trust, or provide a better user experience
  • Maintain strong domain knowledge of the worlds of trust & safety, abuse, and risk including new techniques and technologies available to fight abuse as well as the new tricks and trends of the abusers

THE SKILLSET

  • 5+ years of experience in Trust & Safety operations, preferably at an internet or technology company
  • 3+ years in people management roles
  • The ability to identify initiatives to drive efficiency and customer satisfaction
  • Have a flexible schedule and willing to work weekends/off hours
  • Collaboration, communication, and relationship-building skills including conveying complex ideas to various audiences
  • Ability to spot patterns and formalize complex ideas into a well-defined process
  • A passion for keeping up with new trends in the Trust & Safety space
  • Proven strength in data analysis and data-driven decision making
  • Quick-thinker, fast learner with a great work ethic
  • Ability and desire to identify and develop exceptional talent to continuously improve operational efficiency and team member engagement
  • Strong interpersonal, verbal, and written communication skills
  • BA or BS Degree or higher
  • *The Trust & Safety Operations team collectively works 7 days a week. As manager of the team, you may need to support a non-traditional schedule, at times, including weekends, non-business hours and holidays*

BONUS POINTS

  • Specialization in content moderation
  • Experience managing remote team members
  • Working knowledge of Salesforce, Jira, Slack, Google Apps, SQL
  • Active Eventbrite user with a passion for live events
  • Language skills - fluency in multiple languages

WHAT WE OFFER

At Eventbrite, we strive to support our Britelings and their loved ones through different stages of life with robust and attractive benefits, financial and physical wellness options, and great perks. In addition to offering a competitive salary and company stock, we have other great benefits available. In the Briteland, you’ll find great medical plans, fertility and adoption benefits, wellness reimbursement, generous parental leave, and much more. 


We care about your mental health and wellbeing.

Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And our wellness program to pay for your gym expenses. 


We work hard to cultivate a diverse, equitable and inclusive culture where Britelings feel like they belong. 

Employees can participate in resource groups and we offer programming throughout the year to support a diverse and inclusive workplace.  


We offer ongoing training and career development that meets people where they are in their careers. 

We offer unlimited access to courses in Udemy, leadership coaching for all managers, Briteling led talks, and weekly company-wide town halls with our CEO. We take culture seriously and design programs with employee feedback in mind to make Eventbrite a great place to work no matter where you work from in the world. 


Work-life balance & flexibility is extremely important to us.

Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing. 


ABOUT EVENTBRITE

Eventbrite is a global self-service ticketing and experience technology platform that serves a community of hundreds of thousands of event creators in nearly 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The company was founded by Julia Hartz, Kevin Hartz and Renaud Visage, with a vision to build a self-service platform that would make it possible for anyone to create and sell tickets to live experiences. The Eventbrite platform provides an intuitive, secure, and reliable service that enables creators to plan and execute their live and online events, whether it’s an annual culinary festival attracting thousands of foodies, a professional webinar, a weekly yoga workshop or a youth dance class. With over 290 million tickets distributed for over 5 million total events in 2021, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love. Learn more at www.eventbrite.com.


IS THIS ROLE NOT AN EXACT FIT?

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Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity.  We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.


 Applicant Privacy Notice


Eventbrite believes that vaccines are one of the most powerful tools to fight COVID-19 and save lives. It aligns to our mission to bring the world back together through live experiences. Proof of completed COVID-19 vaccination will be required for all US applicants and employees to enter any Eventbrite office and/or interact in a physical setting with Eventbrite employees. Eventbrite will consider exceptions to this policy for medical or religious reasons on an individualized basis. 


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