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TITLE

 

Sr. Manager, Trust & Safety

COMPANY

 

Udemy

LOCATION

 

San Francisco, CA, US

Description


ABOUT UDEMY

With a mission to improve lives through learning, Udemy is a global marketplace for learning and teaching online. More than 20 million students learn from an extensive library of over 65,000 courses taught by expert instructors. Whether learning for professional development or personal enrichment, students can master new skills through self-paced, on-demand courses, while instructors have a way to share their knowledge with the world. For companies, Udemy for Business offers subscription access to a collection of business-relevant courses as well as a simple platform to host and distribute their own content in one central place.

 

We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious commitment to delivering the best possible learning and teaching experiences. 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 Dublin, Ireland, Sao Paulo, Brazil, and Ankara, Turkey. Compensation includes full-time salary, equity compensation plan, and competitive benefits including healthcare, commuter benefits, parental leave, and a discretionary time off policy.

 

JOB DESCRIPTION

As a marketplace, establishing trust with our students and instructors is central to our success. As the Sr. Manager, Trust and Safety, you’ll head up Udemy’s Trust and Safety team, which is responsible for all policy, fraud, and abuse issues. You will oversee a high performing team of contractors and two direct reports, ensuring we continue to effectively handle policy cases that require manual attention. You will also lead Udemy’s broader efforts to be a trusted and safe marketplace. You will coordinate with Product and Analytics teams to develop new ways to identify and prevent fraud or abuse, and improving how we communicate our policies. As Udemy continues to grow, the Trust and Safety Manager will occupy a crucial function as the person most responsible for protecting our customers and retaining their trust.




Key responsibilities




    • Manage a high performing team of first responders to ensure their continued success

    • Lead your team and the company to settle policy frictions and prevent loss of trust in our marketplace, for example reducing spam reviews, minimizing piracy, or improving how we communicate and enforce content restrictions

    • Spearhead initiatives to simplify and improve how we communicate our policies, including representing the company in talks and presentations to our Instructor community

    • Work with product, legal and analytics teams to reduce fraud and policy abuses through preventative measures

    • Develop and implement processes to improve the accuracy and fairness of your team’s judgement calls

    • Act as the “appeals court” or senior judge for your team and the company for challenging policy cases







Need to have




    • 4-6 years’ relevant experience with increasing responsibility within a Trust & Safety team.  2+ years directly managing a Trust & Safety team

    • Ability to separate emotion from a situation and follow a data-oriented, structured way of thinking to ensure reason based judgement

    • A hyperactive sense of customer empathy, able to understand all sides of a situation and respond with a human touch while efficiently scaling

    • Strong work ethic and ability to handle the sometimes overwhelming influx of new cases

    • Exceptional verbal and written communication skills. You can synthesize key points or complex situations to craft messaging for any audience, large or small.

    • Convicted but Open-minded -- you have a strong moral and business sense, but are able to adapt based on what we learn over time (what you learn is as or more important than what you know)

    • Self-motivated, solid team player, willing to step outside of your role and chip in whenever necessary to achieve success

    • Great business acumen and the ability to translate business requirements into technical requirements and actionable project plans.







Nice to have




    • Experience at a C to C e-commerce company, with a strong preference for a marketplace based business model

    • Expert knowledge of SQL (MySQL and/or PostgreSQL) and Excel





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