Trust & Safety, Program Manager I

THE CHALLENGE

Eventbrite is a people-first organization. Our goal of building the global platform for live experiences relies on the foundation of top talent and strong company culture. The Operations Excellence team within Eventbrite uses this top talent and strong company culture to build a team obsessed with creating the best experience for our creators and attendees. Being a part of this team presents a unique and excellent opportunity to develop essential skills and make a meaningful impact in the lives of our customers. 

As the first line of contact with our customers, the Operational Excellence team prides itself on providing experiences that optimize value for both Eventbrite and its customers. Our perfect candidate will thrive in a fast-paced and dynamic environment, leveraging analytical expertise, who loves the challenge of helping others and building an industry standard Customer Experience operation. 

THE TEAM

The Operational Excellence Team, an integral part of the Sales and Services team, plays a vital role in ensuring a seamless experience for event creators and attendees on Eventbrite. With a focus on trust, security, and support, our team addresses various issues to foster a secure and enjoyable event environment. We serve as a bridge between the community and Eventbrite, overseeing outsourced operations while maintaining a high standard of service. Additionally, we drive the integration of new products, leveraging our in-house expertise to handle unique challenges and provide comprehensive assistance to our valued users. 

THE ROLE 

The Trust & Safety Program Manager plays a crucial role in our organization, taking ownership of enhanced customer experience, process improvement, policy integration and driving the seamless integration of new products into our operations. With a keen focus on vendor support, this role ensures efficient collaboration and effective partnerships. Acting as a Specialist, the Program Manager provides valuable insights and guidance on support issues that may arise, facilitating timely resolutions while managing certain legal and compliance risks associated with the Eventbrite platform. You will help identify opportunities to work more efficiently, providing solutions that allow the teams to work more effectively and proactively, preventing platform abuse. With a strong emphasis on cross-functional collaboration, this role serves as a key liaison between various teams such as policy, data science, customer support, legal, strategic success, product, engineering and executive teams. You will foster cohesion and alignment, achieving organizational objectives and cultivating internal knowledge related to Trust & Safety matters. The Program Manager expertise and proactive approach contribute to the overall success and efficiency of our operations.

THE SKILLSET

• Project Management: Strong project management skills are crucial for overseeing and coordinating various initiatives. This includes creating project plans, setting objectives, establishing timelines, managing resources, and monitoring progress to ensure successful completion of projects.

• Operational Knowledge: A solid understanding of operational processes and procedures is necessary to identify areas for improvement, streamline operations, and optimize efficiency. This includes knowledge of workflow management, inventory control, quality assurance, and process optimization, preferably within content moderation, trust & safety, or fraud operations tasks.

• Communication: Effective communication skills are vital for a program manager in operations to collaborate with cross-functional teams, stakeholders, and senior management. Clear and concise communication helps in conveying project requirements, providing updates, resolving conflicts, and presenting project outcomes.

• Analytical Thinking: The ability to analyze data, identify patterns, and make informed decisions is critical in operations. Program managers need to interpret key performance indicators (KPIs), analyze operational metrics, and use data-driven insights to drive operational improvements and make strategic decisions. Bonus points if you have a working knowledge of SQL, Snowflake, or Tableau.

• Problem-Solving: Operations often involve complex challenges and unexpected issues. Program managers need strong problem-solving skills to identify root causes, develop innovative solutions, and implement corrective actions to overcome obstacles and ensure smooth operations.

• Adaptability: Operations can be dynamic and subject to change due to market demands, customer preferences, or technological advancements. Program managers should be adaptable and flexible, capable of adjusting strategies and plans to accommodate evolving circumstances and seize new opportunities.

• Stakeholder Management: Managing relationships with various stakeholders, including clients, vendors, suppliers, and internal teams, is crucial for successful program management. Strong stakeholder management skills involve understanding their needs, expectations, and concerns, and maintaining effective communication and collaboration.

• Continuous Improvement: A mindset focused on continuous improvement is essential for a program manager in operations. This involves seeking opportunities to optimize processes, reduce financial loss, and enhance operational efficiency.

YOU WILL

• Act as domain expert and point of contact for internal partners and vendor partners to review and analyze complex issues

• Be able to understand and articulate our customer resolution and enforcement strategies and represent the team in cross functional discussions with key stakeholders

• Manage communication with vendor partners, including answering questions, providing support and working collaboratively on scaling solutions. Also serve as a point of escalation and SME for the program you own

• Designing, implementing and maintaining scalable enforcement solutions with automation, machine learning and operational excellence at the forefront.

• Develop and deliver training on various policies and workflows as required

• Help define quality review guidelines and perform quality audits as needed

• Understand,  utilize and manipulate data in order to understand operational challenges and opportunities.

• Help coordinate the development and implementation of policies and/or operational processes

• Partner with Product Managers and review global product launches, features, and initiatives to perform product risk assessments, designing practical strategies and solutions to mitigate risk to the business and brand, and elevate the user experience

• Partner with Product Managers to develop and build products, features, and solutions to enhance platform policy compliance, mitigate risks to the platform, and enable operational scale

• Partner with data science & analytics to understand business insights and technical detection related to policy and/or operational challenges and design optimal solutions 

• Build influence with and understand the perspectives of partners on internal teams, such as Product & Engineering, Data Science & Analytics, Communications, Sales & Account Management, Business Development, and Legal

• Guide functional leaders in identifying opportunities to improve tooling, product features, operational programs, and other scalable solutions

• Develop and manage large-scale programs focused on driving improvements to operational objectives