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ezCater is the leading food tech platform for workplace catering in the US, connecting over 125,000 restaurants with enterprise customers. As the first dedicated Senior Manager of Trust & Safety, you will build and lead a new function from the ground up, establishing the policies, systems, and team infrastructure that make the marketplace safe and reliable for both restaurant partners and enterprise customers.
You will report to the Director of Network Health and partner closely with the Assistant General Counsel. Your responsibilities span strategy and execution across multiple dimensions: defining what trust means at ezCater through clear protocols and response frameworks; building and scaling a Trust & Safety team responsible for policy enforcement, dispute resolution, and compliance monitoring; establishing processes to track trust-breaching incidents and report marketplace health to leadership; designing marketplace participation policies for restaurant partners and third parties; and leading high-stakes responses to trust incidents, including communication with enterprise stakeholders and regulatory agencies.
Key responsibilities include developing standard operating procedures and playbooks for the team; owning the "trust pulse" of the marketplace through incident monitoring and reporting; writing and enforcing marketplace governance rules; shaping how Trust & Safety evolves alongside AI adoption; aligning cross-functional teams (Sales, Marketing, Operations, Product) around consistent policy enforcement; investigating disputes and escalations; and providing strategic advice on response to trust-breaching events.
You bring 10+ years of experience with deep Trust & Safety ownership, or comparable background in Operations, Product, or Compliance at a technology company, with at least 3 years of primary ownership of T&S program design and implementation. You have 5+ years of direct people management experience, specifically leading front-line teams handling high-volume escalations, disputes, and policy enforcement. You have hands-on experience designing dispute resolution and appeals processes from scratch, demonstrated ability to make sound judgments under pressure, a track record of turning complex problems into measurable business impact, and exceptional communication skills across all organizational levels. Self-directed learning mindset and intellectual curiosity are essential.
