Senior Director Of Trust & Safety

Papa is a new kind of care, built on human connection. Across the country, health plans and employers look to Papa to provide vital social support by pairing older adults and families with Papa Pals, trained and vetted companions, who provide a helping hand and an open ear, resulting in less loneliness and better health.
Founded in 2017 and headquartered in Miami, Papa is backed by Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision Fund 2, TCG, Initialized Capital, and Seven Seven Six, among other revered institutional and individual investors. We envision a world where no one has to go it alone. Learn more at Papa.com.
Papa is an equal opportunity employer. We proudly support the ParityPledge® for gender and racial parity at the highest levels of business.
Papa is a new kind of care, built on human connection. Across the country, health plans and employers look to Papa to provide vital social support by pairing older adults and families with Papa Pals, trained and vetted companions, who provide a helping hand and an open ear, resulting in less loneliness and better health.
Founded in 2017 and headquartered in Miami, Papa is backed by Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision Fund 2, TCG, Initialized Capital, and Seven Seven Six, among other revered institutional and individual investors. We envision a world where no one has to go it alone. Learn more at Papa.com.
Papa is an equal opportunity employer. We proudly support the ParityPledge® for gender and racial parity at the highest levels of business.
About the Role:
Papa has always viewed Trust & Safety as critical to delivering our mission and ensuring the quality and scalability of our marketplace. We are now creating a dedicated Trust & Safety group, consolidating existing T&S talent and building out a small team, and adding a new leadership role, the Senior Director of Trust & Safety.
In this role, you will be responsible for ensuring the safety and integrity of the Papa marketplace and own the T&S strategy and roadmap. You will work closely with Operations, Product, Engineering, Data, Legal, Compliance, and other internal and external stakeholders to deliver complex, critical T&S initiatives. You will take a proactive approach to preventing T&S issues, while monitoring the marketplace day-to-day and resolving T&S-related incidents. This will also include management of the Grievances & Appeals team, responsible for investigating and resolving Pal, member, and client complaints.
Essential Job Functions:

• Assume ownership of the T&S strategy and roadmap
• Analyze data and create actionable insights that improve our platform
• Manage resolutions of member, Pal, and client complaints, through the Grievance & Appeals process
• Own and refine the Pal and member disciplinary policies and processes
• Monitor the marketplace day-to-day and rapidly resolve and learn from any T&S incidents
• Bring a fresh perspective to how we manage T&S in our marketplace and refine the strategy and roadmap accordingly
• Develop and own all T&S policies across the marketplace
• Drive complex, cross-functional initiatives to deliver on T&S goals
• Ensure T&S is reflected in our core KPIs throughout the company
• Evaluate third-party vendors and oversee integration, as appropriate
• Implement preventative measures and set up tracking for monitoring

Requirements:

• Exceptional verbal and written communication skills.
• Highly effective at working cross-functionally with ops, product, legal/compliance, and exec leadership.
• Experience in scaled Trust & Safety operations, ideally in a person-to-person services marketplace environment, with at least 5 years of management experience
• Sound business judgment, including using data to drive strategy and business action.
• Able to move remarkably fast with little structure and guidance.
• Healthcare experience a nice to have
• Strong critical thinking, strategic problem-solving, and analytical capabilities.
• Proven leadership skills, adept at communication, collaboration, and persuasion.

Location:
Remote US
Salary & Benefits:
At Papa, we believe in caring for each other. In addition to competitive salaries and challenging work assignments we offer medical, dental and vision insurances, mental health and emotional wellbeing support tools, equity packages; 401k Plan with match of up to 4%, generous gender-neutral parental leaves and PTO, lunch stipends and employee events that promote work life balance and camaraderie.
Job Type: Full-time
This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.
Papa will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes.