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TITLE

 

Director, Trust and Safety

COMPANY

 

Udemy

LOCATION

 

San Francisco, CA, US

Description

In this role, you will be responsible for leading a team dedicated to ensuring a trustworthy and secure marketplace for our millions of students, instructors, and business customers around the world: no big deal :)  This role is part strategy, part operational. You will be responsible for identifying the major risks to Udemy’s business - now and in the future - and developing risk mitigation strategies. You will be responsible for setting marketplace policy. The role is also part operational.  You will lead a team responsible for implementing processes that detect and mitigate risks to the business in partnership with our Data Science, Product, Design, and Engineering teams.
 
ABOUT YOU
To succeed in this role, you must be:
- A Subject Matter Expert. Udemy is a fast-growing, global e-commerce company selling user-generated content.  You’ll need deep familiarity with the risks that a business like ours faces as well as an understanding of what best-in-class risk management look like. The company will rely on you to be the internal expert on effective fraud detection and prevention. 
- A Strategic Thinker.  As the person responsible for developing and implementing the policies that govern the marketplace, you must be a strategic thinker who understands how different pieces of our complex 2-sided global D2C marketplace and B2B business fit together. You’ll be thinking about dealing with today’s issues while ensuring we don’t lose sight of what’s coming down the road. 
- Analytical. Udemy is a data-driven company, and you will need to use your analytical chops to ensure we track the right metrics and are able to effectively quantify risks and opportunities. This skillset will be crucial as you partner with our Data Science and Engineering teams. 
- An Operator. You’ll be responsible not just for identifying risks and developing policies but ensuring their effective implementation. Doing this efficiently - through your own team as well as in partnership with other teams - is essential to the role’s success.  
- Empathetic. You’ll need to develop and implement policies that our customers (students, instructors, and companies) around the world can easily understand; being customer-centric is essential.  You’ll also be a people manager on a team that values strong management.

Here’s what you’ll be doing:

    • Understand the evolving fraud and risk landscape and serve as Udemy’s internal expert on fraud and risk reduction
    • Routinely identify the primary risks to Udemy’s business and work cross-functionally (e.g., with Operations, Product, Design, Engineering, Legal, and Corporate Communications)  to recommend and implement tools and systems to reduce fraud and risk (while improving the overall customer experience)
    • Lead the strategic development and ongoing refinement of customer-facing policies that govern the marketplace through an approach that is both data-driven and empathetic
    • Manage and grow a high-performing team of trust and safety specialists and contractors to effectively handle the fair and efficient enforcement of marketplace policies

We’re excited about you because you have:

    • 8+ years of management and leadership experience across strategy and operations, including experience with hiring and career development
    • 6+ years of Trust and Safety experience, including experience working to detect and combat the types of risks and fraud that a global user-generated content marketplace faces
    • Comfort with data. You have an ability to define what data is important (and what isn’t) and an understanding for how to analyze data in a way that drives actionable insights
    • Strong communicator. This is a highly-cross functional role, and to be able to maximize the full potential of it, you need to be a persuasive communicator and a great listener, whether that’s with our executive team or our remote agents on the front lines
    • Experience managing vendors, including third party tools, business process outsourcers, etc. 

Nice to Have:

    • Startup experience
    • Experience with e-commerce and/or marketplace businesses
    • Fraud prevention/detection tools
    • Zendesk and/or other CRM systems 
    • SQL skills 
ABOUT UDEMY
We believe anyone can build the life they imagine through online learning. Today, more than 30 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
 
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), and São Paulo (Brazil).

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