Published on

May 7, 2024

Published on

May 7, 2024

Published on

May 7, 2024

Published on

May 7, 2024

Senior Manager, Trust and Safety Operations

Senior Manager, Trust and Safety Operations

Senior Manager, Trust and Safety Operations

Senior Manager, Trust and Safety Operations

Full-time

/

Austin, TX

/

Hybrid

Full-time

/

Austin, TX

/

Hybrid

Full-time

/

Austin, TX

/

Hybrid

Full-time

/

Austin, TX

/

Hybrid

About the job

If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.

Senior Manager, Trust & Safety Operations

Expedia Group is the global leader in travel. From the practical matters of booking flights, cars, hotels, packages, local activities, or vacation rentals to realizing dreams and bucket lists, we cover the entire breadth of this deep and varied relationship with our travelers and partners.

As the Senior Manager, Trust & Safety Operations, you will be reporting to the Director of Trust & Safety Operations and play an essential role in keeping our community and our platform safe. You’ll understand and enforce our community standards and policies regarding traveler and partner activity on our platform. You’ll lead geographically and functionally diverse teams through challenging circumstances and engage deeply with cross functional teams, including Policy, Product, Engineering and Data Scientists to execute solutions. You’ll partner closely with teams to integrate AI/ML initiatives and advancements that will lead the way in traveler safety. Ensuring the health and safety of our travelers and partners is important to you.

What You’ll Do

Manage the larger Trust & Safety Operations team by leading functional experts located in AustinBuild, develop and retain a high performing team through mentorship, feedback, and career development, and by being aware of and championing the health and welfare of analysts handling challenging subject matter and difficult behavior by usersOwn the tactical day-to-day operations of the Austin Trust & Safety team, including defining goals and performance metrics for team and function successDrive operational execution of product launches as they pertain to Trust & SafetyEvaluate process and craft recommendations to improve efficiencies or improved traveler and host experiencesWear a strategic hat to solve potential problems through AI/ML models and stay one step ahead of roadblocksPartner with EMEA and APAC Trust & Safety Operations Manager counterpartsAct as a global escalation point responding to urgent safety-related cases and providing suitable follow-up root cause and corrective action plansResponsible for driving key performance metrics related to Trust & Safety strategic prioritiesStay informed about emerging technologies and methodologies in traveler safety, adapting strategies accordinglyFoster healthy collaborations and cross-functional partnerships with other teams whose objectives and work intersect with Trust & Safety, including Product, Legal, Customer Support, and Engineering

Who You Are

Bachelor’s or master’s degree in a related field; or equivalent related professional experience6 + years of overall experience in Trust & Safety with technologyExtensive experience with data analysis and insights, and statistical tools (e.g., Python), and in AI and machine learningMetrics driven, using data to inform product and process improvement strategiesWorking knowledge with SQL queries and database technologiesExperience with escalation, crisis management and ownershipHigh emotional intelligence (EQ); experience handling sensitive and confidential informationAbility to identify team needs and have the initiative to get stuff doneExperience with synthesizing information, identifying trends, and developing action plans to address issuesExperience in collaborating with multi-functional business, product, and engineering teamsAbility to build a high-performance team rooted in data, operational excellence and passionate about traveler experiencesExperience in relationship building, able to navigate complex organization situations and multiple points of view to ensure alignment on the most pragmatic solutionsThough rare, available for any issues that may arise at night, on weekends or holidaysA strong decision maker with keen analytical skills and the ability to prioritize multiple parallel effortsA proven strategic & tactical thought leader with excellent communication skillsExperience interfacing with Business, Legal, Engineering and Product teamsTrack record of proven results in fast paced and demanding work environments

The total cash range for this position in Austin is $155,000.00 to $217,000.00. Employees in this role have the potential to increase their pay up to $248,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

About the job

If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.

Senior Manager, Trust & Safety Operations

Expedia Group is the global leader in travel. From the practical matters of booking flights, cars, hotels, packages, local activities, or vacation rentals to realizing dreams and bucket lists, we cover the entire breadth of this deep and varied relationship with our travelers and partners.

As the Senior Manager, Trust & Safety Operations, you will be reporting to the Director of Trust & Safety Operations and play an essential role in keeping our community and our platform safe. You’ll understand and enforce our community standards and policies regarding traveler and partner activity on our platform. You’ll lead geographically and functionally diverse teams through challenging circumstances and engage deeply with cross functional teams, including Policy, Product, Engineering and Data Scientists to execute solutions. You’ll partner closely with teams to integrate AI/ML initiatives and advancements that will lead the way in traveler safety. Ensuring the health and safety of our travelers and partners is important to you.

What You’ll Do

Manage the larger Trust & Safety Operations team by leading functional experts located in AustinBuild, develop and retain a high performing team through mentorship, feedback, and career development, and by being aware of and championing the health and welfare of analysts handling challenging subject matter and difficult behavior by usersOwn the tactical day-to-day operations of the Austin Trust & Safety team, including defining goals and performance metrics for team and function successDrive operational execution of product launches as they pertain to Trust & SafetyEvaluate process and craft recommendations to improve efficiencies or improved traveler and host experiencesWear a strategic hat to solve potential problems through AI/ML models and stay one step ahead of roadblocksPartner with EMEA and APAC Trust & Safety Operations Manager counterpartsAct as a global escalation point responding to urgent safety-related cases and providing suitable follow-up root cause and corrective action plansResponsible for driving key performance metrics related to Trust & Safety strategic prioritiesStay informed about emerging technologies and methodologies in traveler safety, adapting strategies accordinglyFoster healthy collaborations and cross-functional partnerships with other teams whose objectives and work intersect with Trust & Safety, including Product, Legal, Customer Support, and Engineering

Who You Are

Bachelor’s or master’s degree in a related field; or equivalent related professional experience6 + years of overall experience in Trust & Safety with technologyExtensive experience with data analysis and insights, and statistical tools (e.g., Python), and in AI and machine learningMetrics driven, using data to inform product and process improvement strategiesWorking knowledge with SQL queries and database technologiesExperience with escalation, crisis management and ownershipHigh emotional intelligence (EQ); experience handling sensitive and confidential informationAbility to identify team needs and have the initiative to get stuff doneExperience with synthesizing information, identifying trends, and developing action plans to address issuesExperience in collaborating with multi-functional business, product, and engineering teamsAbility to build a high-performance team rooted in data, operational excellence and passionate about traveler experiencesExperience in relationship building, able to navigate complex organization situations and multiple points of view to ensure alignment on the most pragmatic solutionsThough rare, available for any issues that may arise at night, on weekends or holidaysA strong decision maker with keen analytical skills and the ability to prioritize multiple parallel effortsA proven strategic & tactical thought leader with excellent communication skillsExperience interfacing with Business, Legal, Engineering and Product teamsTrack record of proven results in fast paced and demanding work environments

The total cash range for this position in Austin is $155,000.00 to $217,000.00. Employees in this role have the potential to increase their pay up to $248,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

About the job

If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.

Senior Manager, Trust & Safety Operations

Expedia Group is the global leader in travel. From the practical matters of booking flights, cars, hotels, packages, local activities, or vacation rentals to realizing dreams and bucket lists, we cover the entire breadth of this deep and varied relationship with our travelers and partners.

As the Senior Manager, Trust & Safety Operations, you will be reporting to the Director of Trust & Safety Operations and play an essential role in keeping our community and our platform safe. You’ll understand and enforce our community standards and policies regarding traveler and partner activity on our platform. You’ll lead geographically and functionally diverse teams through challenging circumstances and engage deeply with cross functional teams, including Policy, Product, Engineering and Data Scientists to execute solutions. You’ll partner closely with teams to integrate AI/ML initiatives and advancements that will lead the way in traveler safety. Ensuring the health and safety of our travelers and partners is important to you.

What You’ll Do

Manage the larger Trust & Safety Operations team by leading functional experts located in AustinBuild, develop and retain a high performing team through mentorship, feedback, and career development, and by being aware of and championing the health and welfare of analysts handling challenging subject matter and difficult behavior by usersOwn the tactical day-to-day operations of the Austin Trust & Safety team, including defining goals and performance metrics for team and function successDrive operational execution of product launches as they pertain to Trust & SafetyEvaluate process and craft recommendations to improve efficiencies or improved traveler and host experiencesWear a strategic hat to solve potential problems through AI/ML models and stay one step ahead of roadblocksPartner with EMEA and APAC Trust & Safety Operations Manager counterpartsAct as a global escalation point responding to urgent safety-related cases and providing suitable follow-up root cause and corrective action plansResponsible for driving key performance metrics related to Trust & Safety strategic prioritiesStay informed about emerging technologies and methodologies in traveler safety, adapting strategies accordinglyFoster healthy collaborations and cross-functional partnerships with other teams whose objectives and work intersect with Trust & Safety, including Product, Legal, Customer Support, and Engineering

Who You Are

Bachelor’s or master’s degree in a related field; or equivalent related professional experience6 + years of overall experience in Trust & Safety with technologyExtensive experience with data analysis and insights, and statistical tools (e.g., Python), and in AI and machine learningMetrics driven, using data to inform product and process improvement strategiesWorking knowledge with SQL queries and database technologiesExperience with escalation, crisis management and ownershipHigh emotional intelligence (EQ); experience handling sensitive and confidential informationAbility to identify team needs and have the initiative to get stuff doneExperience with synthesizing information, identifying trends, and developing action plans to address issuesExperience in collaborating with multi-functional business, product, and engineering teamsAbility to build a high-performance team rooted in data, operational excellence and passionate about traveler experiencesExperience in relationship building, able to navigate complex organization situations and multiple points of view to ensure alignment on the most pragmatic solutionsThough rare, available for any issues that may arise at night, on weekends or holidaysA strong decision maker with keen analytical skills and the ability to prioritize multiple parallel effortsA proven strategic & tactical thought leader with excellent communication skillsExperience interfacing with Business, Legal, Engineering and Product teamsTrack record of proven results in fast paced and demanding work environments

The total cash range for this position in Austin is $155,000.00 to $217,000.00. Employees in this role have the potential to increase their pay up to $248,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

About the job

If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.

Senior Manager, Trust & Safety Operations

Expedia Group is the global leader in travel. From the practical matters of booking flights, cars, hotels, packages, local activities, or vacation rentals to realizing dreams and bucket lists, we cover the entire breadth of this deep and varied relationship with our travelers and partners.

As the Senior Manager, Trust & Safety Operations, you will be reporting to the Director of Trust & Safety Operations and play an essential role in keeping our community and our platform safe. You’ll understand and enforce our community standards and policies regarding traveler and partner activity on our platform. You’ll lead geographically and functionally diverse teams through challenging circumstances and engage deeply with cross functional teams, including Policy, Product, Engineering and Data Scientists to execute solutions. You’ll partner closely with teams to integrate AI/ML initiatives and advancements that will lead the way in traveler safety. Ensuring the health and safety of our travelers and partners is important to you.

What You’ll Do

Manage the larger Trust & Safety Operations team by leading functional experts located in AustinBuild, develop and retain a high performing team through mentorship, feedback, and career development, and by being aware of and championing the health and welfare of analysts handling challenging subject matter and difficult behavior by usersOwn the tactical day-to-day operations of the Austin Trust & Safety team, including defining goals and performance metrics for team and function successDrive operational execution of product launches as they pertain to Trust & SafetyEvaluate process and craft recommendations to improve efficiencies or improved traveler and host experiencesWear a strategic hat to solve potential problems through AI/ML models and stay one step ahead of roadblocksPartner with EMEA and APAC Trust & Safety Operations Manager counterpartsAct as a global escalation point responding to urgent safety-related cases and providing suitable follow-up root cause and corrective action plansResponsible for driving key performance metrics related to Trust & Safety strategic prioritiesStay informed about emerging technologies and methodologies in traveler safety, adapting strategies accordinglyFoster healthy collaborations and cross-functional partnerships with other teams whose objectives and work intersect with Trust & Safety, including Product, Legal, Customer Support, and Engineering

Who You Are

Bachelor’s or master’s degree in a related field; or equivalent related professional experience6 + years of overall experience in Trust & Safety with technologyExtensive experience with data analysis and insights, and statistical tools (e.g., Python), and in AI and machine learningMetrics driven, using data to inform product and process improvement strategiesWorking knowledge with SQL queries and database technologiesExperience with escalation, crisis management and ownershipHigh emotional intelligence (EQ); experience handling sensitive and confidential informationAbility to identify team needs and have the initiative to get stuff doneExperience with synthesizing information, identifying trends, and developing action plans to address issuesExperience in collaborating with multi-functional business, product, and engineering teamsAbility to build a high-performance team rooted in data, operational excellence and passionate about traveler experiencesExperience in relationship building, able to navigate complex organization situations and multiple points of view to ensure alignment on the most pragmatic solutionsThough rare, available for any issues that may arise at night, on weekends or holidaysA strong decision maker with keen analytical skills and the ability to prioritize multiple parallel effortsA proven strategic & tactical thought leader with excellent communication skillsExperience interfacing with Business, Legal, Engineering and Product teamsTrack record of proven results in fast paced and demanding work environments

The total cash range for this position in Austin is $155,000.00 to $217,000.00. Employees in this role have the potential to increase their pay up to $248,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

About Company

At Expedia Group (NASDAQ: EXPE), we believe travel is a force for good – it opens minds, builds connections, and bridges divides. We create transformative tech that enables unforgettable experiences for all travelers, everywhere. Our trusted family of brands are known and loved by millions, and we power more trips than ​anyone else.​ To learn more about our vision of a more open world through travel, visit www.expediagroup.com. We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. If you require an accommodation or adjustment for any part of the application or recruitment process, please let us know by completing our Accommodation Request Form or contacting your recruiter.Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident about who they are. We do not send job offers via email, or any other messaging tools, to individuals we have not had prior contact with. Our email domain is @expediagroup.com. Our official careers website, where you can to find and apply for job openings, is careers.expediagroup.com/jobs. If you require customer service support to cancel, change or ask about a refund for your trip, you can connect with our 24/7 Virtual Agent through the following links:Expedia: https://www.expedia.com/helpcenterHotels.com: https://service.hotels.com/en-us/Vrbo: https://help.vrbo.com/For additional assistance, direct message us on Twitter @ExpediaHelp with your itinerary number and email address: https://twitter.com/ExpediaHelp

Total Employees

21,959

Company 2-Year Growth

0%

Median Employee Tenure

4.5 years

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