Location
Berlin
Contract
Full time
Job Category
The Trust & Safety Operations Manager role is a key position within our Design, Marketing, & Content (DMC) business and tech function, dedicated to delivering exceptional and inspiring experiences for Zalando’s customers. As a pioneering member of Trust & Safety at Zalando, you’ll play a pivotal role as we scale user- and creator-generated content, ensuring we protect users, meet regulatory standards, and uphold Zalando’s reputation and public trust. We seek a strategic and influential leader with a passion for safety, adept at navigating complex, fast-paced environments. With your expertise in policy operations, risk mitigation, and cross-functional collaboration, you will significantly advance Zalando’s commitment to creating a safe and trustworthy experience for millions of users across 25 European markets.

• Develop and implement scalable, efficient processes to enforce Zalando’s policies and guidelines for users, creators, and partners, ensuring safety and inclusivity across the platform.
• Serve as the primary contact for vendor teams and frontline moderators, equipping them with effective workflows and holding them accountable to high standards of quality and productivity.
• Apply quantitative data and sound judgement to make swift, high-stakes decisions on complex enforcement and crisis issues, ensuring decisions are consistent, clear, and aligned with Zalando’s values.
• Work closely with Product and Engineering teams to inform automation tools that efficiently detect and remove harmful content.
• Track key performance indicators that measure operational effectiveness, using these metrics to guide continuous improvement.
• Leverage data to identify gaps in policy enforcement, operational workflows, or platform safety features. Drive initiatives to address these gaps, ensuring a proactive approach to trust and safety challenges.
• Partner closely with the Senior Manager of Policy to operationalise policy updates.
• As the function scales, coach operations specialists who will handle day-to-day tasks.