Posted 7 hours ago
Retail and Play Program Lead - Trust & Safety
Wizards of the CoastRetail and Play Program Lead - Trust & Safety
Perks & benefits
Health InsurancePaid Leave
Requirements
6+ years Trust and Safety experience, Conflict resolution expertise, Investigative abilities, Strong communication skills
Skills
Compliancerisk management
About the role
Responsibilities
- Own the analysis of program data, policy guidelines, and incident reports to surface systemic concerns
- Lead complex, high-sensitivity investigations end to end and document evidence
- Communicate clearly with partners and players about policy outcomes
- Define and improve processes and standards for managing inquiries and investigations
- Review partner-reported issues and decide on resolution or escalation
- Partner with leadership and cross-functional teams to ensure consistent application of policies
Requirements
- Minimum of 6 years of experience in Trust and Safety, investigations, or fraud analysis
- Deep experience in conflict resolution and de-escalation
- Excellent critical thinking and investigative abilities
- Strong empathy and communication skills for high-pressure conversations
- Ability to work independently in a high-volume environment
Preferred Qualifications
- Experience defining policy, process, or standards
- Familiarity with Wizards Play Network (WPN) policies
- Knowledge of Magic: The Gathering or experience in gaming/retail industry
- Cultural awareness of Latin America or APAC regions
- Bilingual or multilingual capabilities
Benefits
- Health & Wellness
- Time Off to Recharge
- Financial Well-being
- Life & Family Support
- Volunteer and Community Initiatives
- Learning & Development
- Exclusive Perks
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Get started — it's freeRetail and Play Program Lead - Trust & Safety
Wizards of the Coast · Renton
