Program Manager, Trust and Safety
Austin, TX
Operations – Operations /
Full Time /
Hybrid
Favor is seeking a Program Manger, Trust and Safety to join our Operations team in Austin, Texas. In this role, you will be a subject matter expert in assessing, defining, and mitigating fraud risks and developing solutions that reduce impacts to the business. As a Program Manager, Trust and Safety, you will play a critical role in shaping strategy, protecting our organization from fraudulent activities, and mitigating potential risks. You will be focused on creating and implementing effective fraud prevention strategies, analyze and investigate suspicious transactions, and identify fraudulent patterns with efforts to mitigate exposure through root cause analysis. You will manage projects and drive strategic guidance to the company through individual contributions and cross functional partners. This role should own a deep understanding of fraud across multiple vectors to ensure the Favor platform operates with the highest integrity. As a thought leader, you will be the primary point of contact for stakeholders, leadership, and executives across the company.
What You'll Do:
- Manage multiple, concurrent, and complex projects and initiatives aligned with evolving Trust and Safety and Quality Operations needs such as owning roadmaps, OKRs, KPIs, and cross-functional coordination
- Lead and champion a compelling business strategy for the Trust and Safety team through a combination of understanding customer needs, business goals, market trends and competitor insights to ensure that the Trust and Safety team has a convincing voice at the table
- Lead vendor relationships end-to-end, including RFP ownership, contract negotiations, budget management, performance tracking, and alignment with company initiatives to maximize vendor impact
- Develop and execute go-to-market strategies for new products, services, and vendor solutions in partnership with internal stakeholders, ensuring strategic alignment and successful delivery
- Leverage data and insights to monitor trends, identify risks or opportunities, investigate unusual patterns (e.g., fraud, safety incidents), and implement performance improvements and mitigation strategies
- Proactively identify opportunities in the business and execute root cause analysis and drive alignment with key stakeholders to mitigate risk and exposure to the business
- Facilitate cross-functional collaboration through working sessions, stakeholder alignment, and effective communication to balance customer experience with risk exposure and drive execution of goals
- Build and scale programs from ideation to execution using strong program management practices—owning strategic planning, reporting, team alignment, and continuous monitoring of impact and efficiency
- Conduct regular risk assessments and audits to detect Trust and Safety issues, identify potential areas of concern and develop strategies to mitigate them
- Provide strategic insights and recommendations to business stakeholders and leadership on program performance and enhancement opportunities through a lens of challenging the status quo and elevating a proactive approach
- Support daily operations as needed, including coverage for critical events, escalations, insurance claims, and ad-hoc investigations, while contributing to broader organizational initiatives as assigned
- Perform other duties and projects as assigned to support organizational objectives and initiatives
Skills You Have:
- A bachelor’s degree in business, or equivalent relevant work experience
- 5+ years of program management and/or operations management consulting experience, particularly in grocery/retail, delivery, or gig economy industries
- Demonstrated experience creating and driving programs to deliver exceptional experiences to customers and constituents
- Strong attention to detail and the ability to navigate complex, challenging problems and find creative solutions
- Ability to build strong working relationships and rapport across all levels of the organization
- Proficient in Microsoft Office suite, Google Suite, Slack, Jira (or similar), and project management software
- A data-driven mindset and the ability to maintain a high degree of confidentiality
- Excellent time management and organizational skills with the ability to manage competing priorities and meeting deadlines
- Project Management Professional (PMP) or Six Sigma certification is a plus
- Understanding of regulatory requirements and legal considerations related to Trust and Safety, fraud, risk, compliance or other comparable spaces in an on-demand environment with independent contractors is a plus
Who You Are:
- You are a process-oriented and empathic leader
- You have strong analytical skills needed to track, report, and provide insights on daily, weekly, and monthly metrics
- You are a decisive and clear communicator
- You are an accountable self-starter who thrives in an environment with shifting priorities
- You are excited to support the growth of a dynamic, growing business
- You are intimately familiar with project management software and principles
- You have a keen eye for detail and identifying anomalies
- You have a high dynamic range. You have the ability to see the big picture but are comfortable diving deep into the details. You’re not above rolling up your sleeves and doing the grunt work
Life at Favor
Where you’ll work: This is a hybrid role, meaning you’ll work from home roughly three days per week and collaborate with other team members in person at our HQ in Austin, Texas for the remaining work days. No matter where you work best, we foster an inclusive and flexible environment to support our workforce.
Benefits: We offer premium health, vision, dental, and life insurance, alongside 401(k) options. We go beyond the basics, while also throwing in Favor delivery fee credit and H-E-B discounts!
Paid time off (PTO): We offer unlimited PTO for salaried employees (that’s actually unlimited) and ample vacation time to all team members.
Learning and development: We encourage personal growth and education through Intern(al)ships and Learning Labs taught by Favor team members and external facilitators.
Community: Whether you’re an avid cyclist, dog lover, or Magic enthusiast, there’s a group for you here. We foster community through Employee Resource Groups (ERGs), company-wide events, happy hours, and regular connection opportunities.
Diversity, equity, and inclusion: At Favor, we believe that to be the best delivery app in Texas, we need to represent all Texans. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives, and we are an equal opportunity employer. We review all resumes and qualifications with an open mind and encourage you to apply if this role interests you!
In addition, as a candidate, if you require any accommodations throughout the recruitment process, simply let your recruiter know! Our talent acquisition team will work with you directly to ensure a smooth and delightful process.
