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 improvements
    • Iterate on current implementations to optimize the effectiveness of tools
    • Analyze and regularly improve upon the internal rules, settings, and logic flows that influence the user experience and T&S workflows
    • Implement 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 solutions
    • Be an expert in the health of the T&S dept – have a pulse on revenue impact, losses, chargebacks, SLAs, operational queues and headcount
    • Influence the narrative and importance of T&S across the company
    • Become an expert on the user journey and identify areas of risk
    • Find creative short-term and long-term solutions to mitigate risk and plan for scale
    • Work closely with product as they build new features and products to ensure that we reducing risk or aware of potential vulnerabilities
    • Identify pain points and areas for improvement, and lead the roadmap to implement updates
    • Curate and maintain a central repository for T&S policies, processes, procedures, and flowcharts
    • Ensure accuracy and consistency in tone, brand, and policy both internally and externally
    • Work 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 providers
    • Proven 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 PTO
    • Competitive salary & equity package
    • Monthly Gametime credits for any event ($1,200/yr)
    • Medical, dental, & vision insurance
    • Life insurance and disability benefits
    • 401k, HSA, pre-tax savings programs
    • Unlimited snacks, drinks
    • Company happy-hours, events and outings
    • Wellness programs
    • Tenure recognition
$110,000 – $130,000 a year
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