Senior Manager, Trust & Safety

Role Description

ezCater is building the most trusted marketplace for enterprise catering — and this role is how we get there. As the first dedicated leader of Trust & Safety, you will define what that means, build the team and systems to deliver it, and make it a durable competitive advantage. This is a high-visibility, high-ownership opportunity for someone who thrives in builder environments and is passionate about the infrastructure that makes marketplaces work.

Reporting to the Director of Network Health and working closely with the Assistant General Counsel, you will lead the strategy and execution of ezCater’s building and maintaining a safe and trusted marketplace. You will develop collaborative and impact-driven partnerships across ezCater, including legal, operations, sales, marketing, and product.

This is a high-visibility role requiring judgment, a "builder" mindset, and a passion for creating safe, reliable B2B ecosystems.

What you’ll do:

• Define what trust means at ezCater.
• Develop definitional protocols to identify trust-breaching customer experiences and to recommend optimal response strategies along with communication.
• Transform policy into playbooks by developing SOPs, response scripts, and centralized tracking systems for the team.
• Hire, lead, and scale a Trust & Safety team tasked with policy enforcement, dispute support, and network health compliance.
• Own the trust pulse of the marketplace.
• Establish processes for monitoring by type and frequency trust-breaching incidents and prepare periodic reports to leadership regarding overall state of Marketplace Trust.
• Write the rules that govern our marketplace.
• Design trust policies to govern marketplace participation by Restaurant Partners and other third parties critical to quality customer experience, and develop internal training and monitoring processes to ensure compliance with policies.
• Shape our AI Trust vision.
• Align the company around consistent enforcement.
• Lead our highest-stakes responses.
• Own investigation and escalation.

Qualifications

• 10+ years in the arena with deep T&S ownership, or comparable experience in Operations, Product or Compliance functions for a Technology Company, at least 3 of which must have required primary ownership of Trust and Safety program design and implementation.
• A track record of building and leading high performing teams, with at least 5 years of experience directly hiring, managing, and developing front-line teams, specifically those tasked with high-volume escalations, disputes, and policy enforcement.
• Hands-on experience designing dispute resolutions from scratch.
• Elite judgment under pressure.
• Proven ability to turn hard problems into measurable impact.
• A proactive, self-directed learning mindset.
• Exceptional communication at every level.
• Academic foundation: Completion of a 4-year accredited college program required; advanced graduate study preferred, especially in a field related to this work.

Requirements

• The national total target cash compensation range for this position, including base salary and bonus target, is $145,000–$217,000 annually.
• ezCater does not sponsor applicants for work visas or legal permanent residence.

Benefits

• Market competitive salary.
• Stock options that you’ll help make worth a lot.
• 12 paid holidays.
• Flexible PTO.
• 401K with ezCater match.
• Health/dental/FSA.
• Long-term disability insurance.
• Mental health and family planning resources.
• Remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office.
• A tremendous amount of responsibility and autonomy.
• Wicked awesome co-workers.
• Employee meal program (and many more goodies) when you’re in our office.
• Knowing that you helped transform the food for work space.

Company Description

ezCater is the #1 food tech platform for workplaces in the US. The company makes it easy for any organization to manage its food needs and order from over 125,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from employee meal programs to one-off meetings, all backed by beyond helpful 24/7 service and business-grade reliability. For restaurant partners, ezCater helps grow their business by bringing them new high-value customers and large orders.