Risk and Compliance Manager

Role Overview

• Own risk and compliance strategy across marketplace operations, safety, regulatory requirements, and operational governance.
• Build and maintain a risk register covering key domains such as safety, fraud, service quality, claims, regulatory compliance, data handling, and partner risk.
• Define control priorities based on impact, likelihood, and feasibility, focusing first on the highest-risk and highest-loss areas.
• Establish a recurring operating cadence for risk review, incident review, and control effectiveness checks.
• Identify and assess risks across drivers, customers, merchants, partners, and service delivery workflows.
• Design practical controls such as verification steps, eligibility rules, escalation triggers, monitoring processes, and enforcement logic.
• Partner with Ops and SupportOps to reduce operational failure points that lead to churn, disputes, losses, or reputational risk.
• Track leading indicators and escalate emerging risks before they become larger incidents.
• Develop and maintain compliance policies, internal controls, and operational playbooks that teams can understand and apply consistently.
• Ensure policies are clear, enforceable, and aligned with real workflows rather than theoretical standards.
• Maintain audit-ready documentation, including ownership, process design, supporting evidence, and change history.
• Review and update policies and controls when workflows, products, or markets evolve.
• Monitor local, state, and federal regulations relevant to logistics, delivery operations, consumer protection, safety, and marketplace operations.
• Partner with Legal to interpret requirements and translate them into operational controls, workflows, and training.
• Ensure compliance is embedded into daily operations through workflow design, not just policy awareness.
• Support regulatory inquiries, documentation requests, and compliance reviews with complete and organized records.
• Partner with Trust and Safety on investigation workflows and high-severity incidents.
• Lead or support investigations related to compliance breaches, fraud patterns, operational failures, and policy violations.
• Establish incident response standards, including severity levels, escalation paths, communication templates, and decision rights.
• Run post-incident reviews and ensure corrective actions are assigned, tracked, and completed.
• Define and track risk and compliance metrics such as incident rate, severity trends, fraud loss rate, disputes and chargebacks, claims frequency, policy exceptions, and SLA adherence.
• Build dashboards and recurring reporting for leadership and cross-functional stakeholders.
• Conduct periodic audits of high-risk workflows to identify control failures, policy drift, and revenue leakage.
• Maintain audit readiness through disciplined documentation, evidence collection, and control reviews.
• Build training programs and materials to ensure compliance awareness and correct execution across teams.
• Coach managers and frontline teams on policy application, escalation standards, and risk-aware decision-making.
• Improve training based on incident trends, QA findings, audit results, and operational pain points.
• Use AI tools thoughtfully to improve productivity, policy documentation, analysis speed, workflow design, and reporting efficiency.

Requirements

• 5+ years of experience in risk management, compliance, trust and safety, operational governance, or related roles.
• Strong understanding of risk frameworks and the ability to translate them into practical, scalable controls.
• Proven ability to build processes, controls, and enforcement mechanisms in fast-paced environments.
• Strong analytical skills and comfort working with operational metrics, incidents, and investigations.
• Excellent written and verbal communication skills with strong cross-functional leadership ability.
• High judgment and discretion in ambiguous, sensitive, or high-stakes situations.
• Comfortable using AI tools to improve efficiency and work quality, with a willingness to learn emerging AI workflows and apply them responsibly.
• Experience in marketplaces, logistics, mobility, delivery, or on-demand service platforms.
• Familiarity with fraud prevention, safety programs, claims handling, incident response, and dispute management workflows.
• Experience supporting audits, regulatory bodies, or compliance certification readiness.
• Strong ability to balance speed, control, and compliance through workflow design, automation, and practical operating models.
• Familiarity with tools and systems such as Slack, Google Workspace, ChatGPT, ClickUp, Hubstaff, dashboards, case management tools, spreadsheets, workflow documentation platforms, and other risk, compliance, or operations systems.

Benefits

• Competitive compensation