Published on

May 13, 2024

Published on

May 13, 2024

Published on

May 13, 2024

Published on

May 13, 2024

Trust & Safety, Sr Strategy and Operations Manager

Trust & Safety, Sr Strategy and Operations Manager

Trust & Safety, Sr Strategy and Operations Manager

Trust & Safety, Sr Strategy and Operations Manager

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

About the job

About Us:

Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that’s bringing us together. To fulfill Gametime’s mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.

With platforms on iOS, Android, mobile web and desktop supporting more than 25,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.

The Role:

As Strategy & Operations Manager for the Trust & Safety team at Gametime, your role is pivotal in shaping the team's vision and strategy. You will be responsible for enhancing trust, efficiency, and growth targets, with a focus on improving the overall customer experience. This entails collaborating cross-functionally to develop and implement testing and go-to-market strategies, gathering insights, and leading the execution of a holistic plan to elevate quality standards.

What you’ll do:

Create the long-term strategy for processes and tooling, including actionable roadmaps, relationships with vendors and engineering, and key requirements for implementation Assess the cost, effectiveness, and gaps in the fraud and payments tool stack on an ongoing basis, making recommendations for improvementsIterate on current implementations to optimize the effectiveness of toolsAnalyze and regularly improve upon the internal rules, settings, and logic flows that influence the user experience and T&S workflowsImplement a clear project management system for the T&S team that can be followed across the org (i.e. Jira, Asana)Drive strategy with data-driven solutionsBe an expert in the health of the T&S dept - have a pulse on revenue impact, losses, chargebacks, SLAs, operational queues and headcountInfluence the narrative and importance of T&S across the companyBecome an expert on the user journey and identify areas of riskFind creative short-term and long-term solutions to mitigate risk and plan for scaleWork closely with product as they build new features and products to ensure that we reducing risk or aware of potential vulnerabilitiesIdentify pain points and areas for improvement, and lead the roadmap to implement updatesCurate and maintain a central repository for T&S policies, processes, procedures, and flowchartsEnsure accuracy and consistency in tone, brand, and policy both internally and externallyWork closely with Fan Happiness and other depts on issues and escalation workflows

Our ideal Candidate has:

5+ years experience in strategy, operations, program or direct Trust & Safety or Fraud management roles. In depth knowledge and experience with 3rd party risk management systems, fraud solution providers, and payment service providersProven track record leading initiatives to success through cross-functional partnerships in a complex and fast paced environment. Proficient analytical thinker skilled at extracting actionable insights from complex datasets, with a preference for intermediate SQL proficiency. Customer-centric mindset, always prioritizing the needs of our customers. Comfortable with ambiguity, adept at devising plans and solving complex problems without relying on predefined playbooks. Thrives in environments of rapid change and continuous learning, finding excitement in embracing new challenges and opportunities for growth.

What we can offer:

Flexible PTOCompetitive salary & equity packageMonthly Gametime credits for any event ($1,200/yr)Medical, dental, & vision insuranceLife insurance and disability benefits401k, HSA, pre-tax savings programsUnlimited snacks, drinksCompany happy-hours, events and outingsWellness programsTenure recognition

$110,000 - $130,000 a year

At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.

Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

About the job

About Us:

Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that’s bringing us together. To fulfill Gametime’s mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.

With platforms on iOS, Android, mobile web and desktop supporting more than 25,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.

The Role:

As Strategy & Operations Manager for the Trust & Safety team at Gametime, your role is pivotal in shaping the team's vision and strategy. You will be responsible for enhancing trust, efficiency, and growth targets, with a focus on improving the overall customer experience. This entails collaborating cross-functionally to develop and implement testing and go-to-market strategies, gathering insights, and leading the execution of a holistic plan to elevate quality standards.

What you’ll do:

Create the long-term strategy for processes and tooling, including actionable roadmaps, relationships with vendors and engineering, and key requirements for implementation Assess the cost, effectiveness, and gaps in the fraud and payments tool stack on an ongoing basis, making recommendations for improvementsIterate on current implementations to optimize the effectiveness of toolsAnalyze and regularly improve upon the internal rules, settings, and logic flows that influence the user experience and T&S workflowsImplement a clear project management system for the T&S team that can be followed across the org (i.e. Jira, Asana)Drive strategy with data-driven solutionsBe an expert in the health of the T&S dept - have a pulse on revenue impact, losses, chargebacks, SLAs, operational queues and headcountInfluence the narrative and importance of T&S across the companyBecome an expert on the user journey and identify areas of riskFind creative short-term and long-term solutions to mitigate risk and plan for scaleWork closely with product as they build new features and products to ensure that we reducing risk or aware of potential vulnerabilitiesIdentify pain points and areas for improvement, and lead the roadmap to implement updatesCurate and maintain a central repository for T&S policies, processes, procedures, and flowchartsEnsure accuracy and consistency in tone, brand, and policy both internally and externallyWork closely with Fan Happiness and other depts on issues and escalation workflows

Our ideal Candidate has:

5+ years experience in strategy, operations, program or direct Trust & Safety or Fraud management roles. In depth knowledge and experience with 3rd party risk management systems, fraud solution providers, and payment service providersProven track record leading initiatives to success through cross-functional partnerships in a complex and fast paced environment. Proficient analytical thinker skilled at extracting actionable insights from complex datasets, with a preference for intermediate SQL proficiency. Customer-centric mindset, always prioritizing the needs of our customers. Comfortable with ambiguity, adept at devising plans and solving complex problems without relying on predefined playbooks. Thrives in environments of rapid change and continuous learning, finding excitement in embracing new challenges and opportunities for growth.

What we can offer:

Flexible PTOCompetitive salary & equity packageMonthly Gametime credits for any event ($1,200/yr)Medical, dental, & vision insuranceLife insurance and disability benefits401k, HSA, pre-tax savings programsUnlimited snacks, drinksCompany happy-hours, events and outingsWellness programsTenure recognition

$110,000 - $130,000 a year

At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.

Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

About the job

About Us:

Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that’s bringing us together. To fulfill Gametime’s mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.

With platforms on iOS, Android, mobile web and desktop supporting more than 25,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.

The Role:

As Strategy & Operations Manager for the Trust & Safety team at Gametime, your role is pivotal in shaping the team's vision and strategy. You will be responsible for enhancing trust, efficiency, and growth targets, with a focus on improving the overall customer experience. This entails collaborating cross-functionally to develop and implement testing and go-to-market strategies, gathering insights, and leading the execution of a holistic plan to elevate quality standards.

What you’ll do:

Create the long-term strategy for processes and tooling, including actionable roadmaps, relationships with vendors and engineering, and key requirements for implementation Assess the cost, effectiveness, and gaps in the fraud and payments tool stack on an ongoing basis, making recommendations for improvementsIterate on current implementations to optimize the effectiveness of toolsAnalyze and regularly improve upon the internal rules, settings, and logic flows that influence the user experience and T&S workflowsImplement a clear project management system for the T&S team that can be followed across the org (i.e. Jira, Asana)Drive strategy with data-driven solutionsBe an expert in the health of the T&S dept - have a pulse on revenue impact, losses, chargebacks, SLAs, operational queues and headcountInfluence the narrative and importance of T&S across the companyBecome an expert on the user journey and identify areas of riskFind creative short-term and long-term solutions to mitigate risk and plan for scaleWork closely with product as they build new features and products to ensure that we reducing risk or aware of potential vulnerabilitiesIdentify pain points and areas for improvement, and lead the roadmap to implement updatesCurate and maintain a central repository for T&S policies, processes, procedures, and flowchartsEnsure accuracy and consistency in tone, brand, and policy both internally and externallyWork closely with Fan Happiness and other depts on issues and escalation workflows

Our ideal Candidate has:

5+ years experience in strategy, operations, program or direct Trust & Safety or Fraud management roles. In depth knowledge and experience with 3rd party risk management systems, fraud solution providers, and payment service providersProven track record leading initiatives to success through cross-functional partnerships in a complex and fast paced environment. Proficient analytical thinker skilled at extracting actionable insights from complex datasets, with a preference for intermediate SQL proficiency. Customer-centric mindset, always prioritizing the needs of our customers. Comfortable with ambiguity, adept at devising plans and solving complex problems without relying on predefined playbooks. Thrives in environments of rapid change and continuous learning, finding excitement in embracing new challenges and opportunities for growth.

What we can offer:

Flexible PTOCompetitive salary & equity packageMonthly Gametime credits for any event ($1,200/yr)Medical, dental, & vision insuranceLife insurance and disability benefits401k, HSA, pre-tax savings programsUnlimited snacks, drinksCompany happy-hours, events and outingsWellness programsTenure recognition

$110,000 - $130,000 a year

At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.

Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

About the job

About Us:

Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that’s bringing us together. To fulfill Gametime’s mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.

With platforms on iOS, Android, mobile web and desktop supporting more than 25,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.

The Role:

As Strategy & Operations Manager for the Trust & Safety team at Gametime, your role is pivotal in shaping the team's vision and strategy. You will be responsible for enhancing trust, efficiency, and growth targets, with a focus on improving the overall customer experience. This entails collaborating cross-functionally to develop and implement testing and go-to-market strategies, gathering insights, and leading the execution of a holistic plan to elevate quality standards.

What you’ll do:

Create the long-term strategy for processes and tooling, including actionable roadmaps, relationships with vendors and engineering, and key requirements for implementation Assess the cost, effectiveness, and gaps in the fraud and payments tool stack on an ongoing basis, making recommendations for improvementsIterate on current implementations to optimize the effectiveness of toolsAnalyze and regularly improve upon the internal rules, settings, and logic flows that influence the user experience and T&S workflowsImplement a clear project management system for the T&S team that can be followed across the org (i.e. Jira, Asana)Drive strategy with data-driven solutionsBe an expert in the health of the T&S dept - have a pulse on revenue impact, losses, chargebacks, SLAs, operational queues and headcountInfluence the narrative and importance of T&S across the companyBecome an expert on the user journey and identify areas of riskFind creative short-term and long-term solutions to mitigate risk and plan for scaleWork closely with product as they build new features and products to ensure that we reducing risk or aware of potential vulnerabilitiesIdentify pain points and areas for improvement, and lead the roadmap to implement updatesCurate and maintain a central repository for T&S policies, processes, procedures, and flowchartsEnsure accuracy and consistency in tone, brand, and policy both internally and externallyWork closely with Fan Happiness and other depts on issues and escalation workflows

Our ideal Candidate has:

5+ years experience in strategy, operations, program or direct Trust & Safety or Fraud management roles. In depth knowledge and experience with 3rd party risk management systems, fraud solution providers, and payment service providersProven track record leading initiatives to success through cross-functional partnerships in a complex and fast paced environment. Proficient analytical thinker skilled at extracting actionable insights from complex datasets, with a preference for intermediate SQL proficiency. Customer-centric mindset, always prioritizing the needs of our customers. Comfortable with ambiguity, adept at devising plans and solving complex problems without relying on predefined playbooks. Thrives in environments of rapid change and continuous learning, finding excitement in embracing new challenges and opportunities for growth.

What we can offer:

Flexible PTOCompetitive salary & equity packageMonthly Gametime credits for any event ($1,200/yr)Medical, dental, & vision insuranceLife insurance and disability benefits401k, HSA, pre-tax savings programsUnlimited snacks, drinksCompany happy-hours, events and outingsWellness programsTenure recognition

$110,000 - $130,000 a year

At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.

Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

About Company

Gametime sells last-minute tickets to the most popular events in sports, music, and theater in more than 50 cities across the U.S. and Canada. We’re passionate about enabling incredible shared experiences, so we build technology that gets people out into the real world together. With a bias for spontaneity, we’re focused on making the process simple and smooth while you’re on the move. We eliminated the need for printing tickets and built a better way to access the best live experiences right from your phone – so you can skip the hassle and enjoy the moment.

Total Employees

264

Company 2-Year Growth

0%

Median Employee Tenure

1.7 years

Because no one goes to school
for fighting fraud.