Senior Manager, Operations

Grailed is one of the largest peer-to-peer marketplaces for clothing. Our goal is to empower the global style community to take control of fashion commerce and sustainably express themselves through style.

We are a fully-distributed team that works between the hours of 10am - 6pm ET. We have a co-located headquarters in NYC (SoHo). Our team focuses on providing an environment that encourages learning and growth, giving you the opportunity to lead your own projects and take pride in the work you do. We're constantly looking for chances to create a more inclusive, fun, collaborative, and effective work environment.

We are looking for a Senior Manager to lead Item Authentication on Grailed. You will be leading a team of authentication experts as we build a best-in-class all-digital moderation and authentication system. You'll be responsible for setting and executing the team vision, defining and meeting quality and performance goals, and building processes and systems to remove fraudulent items from our marketplace. This is a key role on our Trust Operations team, which is responsible for ensuring Grailed is a safe and trustworthy marketplace for all users.

Who you are:

• A strategic thinker with 4+ years of experience solving tough problems and driving improvements through analysis and process changes
• A strong people leader with a natural ability to motivate a team, set and achieve targets, and manage career growth and performance
• A natural problem solver with a bias towards action
• Looking for a big challenge and excited about building new things

Responsibilities:

• Manage 3-person FTE team (and by extension, 70+ part-time moderators) to achieve key metrics and SLAs
• Build scalable processes and identify process improvements to improve the efficiency and effectiveness of our team
• Conduct workforce and capacity planning for a growing team of part-time moderators and team leads
• Identify risks and issues through data analysis as well as develop the appropriate policies and workflows to address them
• Work closely with cross-functional partners, including:
• Product and Analytics to identify actionable opportunities to improve team performance through new tools and automated workflows
• Community Experience team to improve communications and processes

More about us:

We offer stock options, health insurance with 100% premium covered, a 401(k) plan, great vacation, and commuter benefits. We are a fully-distributed team with headquarters in NYC (SoHo) for anyone who wishes to work from an office. We have a healthy work-life balance and a fantastic working environment.