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Marketplace Trust Manager

1stdibs is seeking a Manager of Marketplace Trust to lead our fraud prevention strategy and to ensure the quality and integrity of the 1stdibs marketplace. We are the world’s largest online luxury marketplace for unique design, relied on by discerning consumers and interior designers around the world to source rare and valuable furniture, art, jewelry and fashion.

 We are a global marketplace with sellers located in nearly 30 countries and active buyers worldwide. This is a dynamic cross-disciplinary position that requires exceptional judgment, well-developed critical thinking and communication skills, and the ability to excel in ambiguous and quickly changing situations.

Focusing on fraud prevention, investigation, and escalated disputes, you will liaise with multiple internal teams as well as with buyers, dealers, and third parties, such as legal and law enforcement representatives.

 

What you’ll do

  • Guide the development of policies and product features that build trust for both buyers and dealers
  • Continually monitor attempted fraud and adjust account review rules accordingly
  • Empower the team to enforce policies and resolve complex escalations with customers, sellers, and creators in cooperation with our seller and buyer teams
  • Serve as the final decision maker on urgent and escalated cases, including weekends and holidays
  • Personally manage complex escalated cases, inquiries, and legal notices (e.g., chargeback disputes, BBB notices, compliance with local and international regulations, etc)
  • Ensure day-to-day Trust operations stay on track by managing team schedules, workload, and task assignment
  • Manage quality assurance, training practices, and grow our Marketplace Trust Team of 3 employees
  • Work with managers on buyer and seller-facing teams to design and implement process improvements that increase quality, efficiency, and customer experience
  • Maintain team morale and influence career development

 

What you'll bring

  • 5+ years’ in a senior role focused on e-commerce fraud prevention, investigation, and mitigation
  • Ability to set work priorities in ambiguous and rapidly changing situations
  • Experience with policy development and enforcement
  • Exceptional judgment and critical thinking skills
  • Excellent verbal and written communication skills
  • Web savvy with strong analytical and research skills
  • Experience with luxury sales or service a plus
  • BA/BS degree; Masters preferred

 

1stdibs is the world’s largest online luxury marketplace for rare and desirable objects. It has become the go-to source for the world's leading interior designers and consumers to find antiques, furniture, jewelry, vintage fashion and fine art.

Backed by Benchmark Capital, Insight Venture Partners, Index Ventures, Spark Capital and Alibaba, 1stdibs is a unique blend of expert curators and seasoned Internet executives from companies including eBay, Gilt, Google, FreshDirect, Mlb.com, Shutterfly, and Twitter.

  

1stdibs is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees.