Trust Safety Specialist

📋 Description

• • Own the end-to-end trust and safety program for a nationwide, same-day delivery network that completes millions of deliveries annually across 30,000+ zip codes and reaches 97% of U.S. households.
• • Design, implement, and continuously refine policies, procedures, and automated detection systems that protect customers, drivers, and partner merchants from fraud, abuse, safety incidents, and reputational risk.
• • Serve as the primary escalation point for high-severity incidents—ranging from driver misconduct and package theft to marketplace fraud—coordinating cross-functional response with Legal, Operations, Product, and Communications teams to achieve rapid resolution and root-cause remediation.
• • Analyze large, multi-source data sets (delivery telemetry, customer feedback, driver ratings, GPS traces, photo proof-of-delivery, and third-party signals) to surface emerging risk patterns and translate insights into scalable risk-mitigation strategies.
• • Build and maintain a comprehensive driver risk-scoring model that balances speed of onboarding with rigorous background screening, continuous MVR monitoring, and real-time behavioral analytics to keep unsafe actors off the platform.
• • Partner with Product and Engineering to embed trust and safety controls directly into the driver and customer apps—think real-time ID verification, geofenced pickup/drop-off confirmations, and AI-powered anomaly alerts—reducing manual review workload and improving user experience.
• • Develop and deliver training programs that equip 200,000+ gig drivers with clear, practical guidance on safe handling, customer interaction, and incident reporting, driving measurable improvements in delivery quality and customer NPS.
• • Create transparent, easy-to-understand policies and communications for customers and merchants, ensuring they feel protected and informed when things go wrong while maintaining Roadie’s friendly, human tone.
• • Monitor regulatory developments (DOT, state gig-economy laws, consumer protection statutes) and lead proactive compliance initiatives that keep Roadie ahead of evolving legal requirements.
• • Establish KPIs and dashboards for trust and safety performance—such as incident rate per 1,000 deliveries, average resolution time, and driver re-offense rate—and present weekly insights to senior leadership, translating metrics into actionable roadmaps.
• • Foster a culture of safety across the organization by hosting quarterly “safety stand-downs,” publishing incident learnings, and celebrating teams that exemplify best-in-class risk prevention.
• • Collaborate with UPS Corporate Security and UPS Capital to leverage enterprise-grade fraud detection tools, insurance programs, and investigative resources, ensuring Roadie benefits from the full power of its parent company while retaining its agile startup edge.
• • Champion the voice of the customer in every policy decision, regularly conducting user interviews and surveys to understand pain points and refine safety measures without adding unnecessary friction to the delivery experience.
• • Manage external vendor relationships for background checks, document verification, and identity proofing, negotiating contracts and SLAs that deliver high accuracy at optimal cost.
• • Lead post-incident reviews that feed directly into product roadmaps, ensuring each safety event drives systemic improvement rather than one-off fixes.
• • Stay ahead of industry trends by participating in gig-economy safety forums, sharing best practices with peer companies, and piloting innovative technologies (e.g., computer-vision package verification, blockchain chain-of-custody logs) that set new standards for delivery security.