Job Description

Position: Sr. Product Manager, Digital Trust and Safety

Location: Pleasanton, CA

Type: Contract – 12+ months

Pay: $50-60/hour depending on experience

The Senior Product Manager of Digital Trust & Safety within the Customer Service Strategy and Innovation team will be responsible for building and scaling our Trust & Safety program within our Customer and Digital business. Trust & Safety Product aims to create a trustworthy and safe e-commerce experience across all of our brands. We do this by deterring, detecting, and addressing harmful activity (while minimizing friction to good users) and promoting user behaviors that foster a thriving and growing relationship. Our team includes a Product Management team as well as an Operations & Policy team.

The Senior Product Manager will work closely with our Director of Customer Service Strategy and Innovation to build the infrastructure needed to scale our efforts and make step-change improvements in our user experiences we foster. This role is an opportunity to help scale a function while making a measurable impact in a blended Product Management, Operations, and Policy team

The grocery industry is underdeveloped in e-commerce, and this person will contribute to influencing the future of grocery e-commerce and establish us as an industry leader. There are very few places where you can have this much customer and business impact and help shape the future of e-commerce.

Responsibilities:

• Own strategy for Digital Trust and safety products and partner with engineering teams on the design and implementation of scalable solutions to prevent abuse and fraud
• Specify features to protect users against abusive behavior and misuse of the platform
• Available as a consultant and advisor to other product managers when designing new features against T&S principals, policies, and procedures.
• Prioritize and balance user experience through tradeoffs of global settings, local settings, and other mechanisms and switches of control
• Translate non-technical and legal requirements to technical product requirements that scale for both e-commerce goals and customer safety support
• Manage engineering relationships and ensure that product enhancements are tracked from beginning to end as part of the product life cycle
• Advocate for the user’s safety and building trust with users
• Define detailed security/privacy-oriented user stories along with concrete steps to build products to solve them
• Build and manage a team of Vendor Program Managers from mid-to-senior levels across the region
• Timely and effectively manage stakeholder internally as well as with Partner organizations
• Identify and solve cross-functional and inter-team challenges
• Scale operations further
• Build positive relationships through on-time delivery of commitments and effective communication with Partner organizations at the executive level as well as at the site level

Qualifications:

• 8+ years of Trust & Safety experience in Retail or eCommerce industries
• 5+ years of product management or product development experience specializing in e-commerce, loyalty and identity related fraud and setting up a T&S function
• Must be detail-oriented, organized, ethical, responsible, & self-motivated.
• Demonstrated data-driven decision-making skills.
• Strong internal drive, a bias for action, and the ability to build internal champions across the organization.
• Solid understanding of security principles (authentication, authorization, identity, and policy enforcement)
• Experience working with many of the following: Trust & Safety, Security, Privacy, Product, Data Science, Legal, and Engineering leaders
• Aptitude for strategic thinking and problem-solving in a fluid environment.
• Exceptional at prioritizing and focusing on the highest-value opportunities.
• Experience with Sift Science, Kount, or similar platforms a plus.
• Experience building and scaling high impact teams
• Ability to stay goal-oriented and act with a sense of urgency
• Ability to work collaboratively as a member of cross-functional teams to deliver results.
• Excellent communication skills, able to present, negotiate and influence at C-level.
• Exceptional networking, relationship building and influencing skills.
• Ability to make and defend decisions
• MBA - preferred but not required

Company Description

EMR CPR is a Global IT Services company based in the Silicon Valley with a focus on providing unparalleled quality demanded by our clients and the ever growing IT world.