Director of Product, Trust & Safety and Customer Experience - Whatnot

🚀 Whatnot

Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We’re building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, and as a remote-first team, we operate out of hubs within the US, Canada, UK, and Germany today.

We’re innovating in the fast-paced world of live auctions in categories including sports, fashion, video games, and streetwear. The platform couples rigorous seller vetting with a focus on community to create a welcoming space for buyers and sellers to share their passions with others.

And, we’re growing. Whatnot has been the fastest growing marketplace in the US over the past two years and we’re hiring forward-thinking problem solvers across all functional areas.

💻 Role

We’re looking for an experienced product leader to join as a Director of Product build platforms, tools and products that will keep our community safe and enhance the user journey by straddling across all aspects of Trust & Safety as well as Customer Experience. You will work on a unique set of problems across community and commerce to detect, prevent and mitigate trust & safety risks on our platform, and inform our platform policies and operational processes. You will be the face of Trust & Safety and Customer Experience within the company and drive cross-functional collaboration across multiple teams including product, engineering, operations, policy, analytics, and legal. We are looking for someone who has a strong bias towards action, is excited to work in an ambiguous problem space, and wants to build 0 → 1 solutions and systems from scratch.

• Take responsibility for leading the company’s T&S and CX strategy.
  • Design and lead the product roadmap and strategy for these areas, balancing short and long-term goals. 
  • Engage regularly as a trusted advisor with leadership to understand their strategies, pain points, and priorities to inform product strategy, while providing transparency into roadmaps and managing expectations.
• Roll up your sleeves to define product requirements & work with engineering, design and broader team to bring our roadmap to market at lightning speed.
• Recognize that our Enforcement SOPs and Policies are products and manage them to balance customer and business outcomes.
• Do whatever it takes to ensure the cross functional team is operating effectively, unblock them and make sure they can move at a rapid pace.
• Analyze competitors and industry trends to advance our products and drive innovation.
• Take ownership of any major blocker to the company’s success.
• Drive strategic initiatives across the company.
• Uplevel the Whatnot Product Management function as a whole.

👋 You

Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

As our next Director of Product, you have:

• 12+ years product management experience, at a technology company.
• 7+ years of experience in trust and safety, customer experience and fraud/risk management roles.
• Ability to thrive in ambiguous environments, identify trade-offs, and make decisions with limited information in high-pressure situations.
• Proven ability to develop sound research methodologies and collect, synthesize, analyze, and interpret data.
• Experienced in design, and hypothesis driven product development.
• Entrepreneurial drive to achieve stretch goals in an innovative fast-paced environment.

💰Compensation

For Full-Time (Salary) US-based applicants: $280,000/year to $375,000/year + benefits + stock options

The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills and expertise. This range is only inclusive of base salary, not benefits (more details below) or equity in the form of stock options.

🎁 Benefits

• Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support
  • $1,000 home office setup allowance
  • $150 monthly allowance for cell phone and internet
• Care benefits
  • $450 monthly allowance on food
  • $500 monthly allowance for wellness
  • $5,000 annual allowance towards Childcare
  • $20,000 lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• Parental Leave
  • 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

💛 EOE

Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.

Last updated: 6 hours ago