Retail and Play Program Lead - Trust & Safety

What You'll Do

• Own the analysis of program data, policy guidelines, and incident reports to surface systemic concerns and recommend changes around policy adherence.
• Lead complex, high-sensitivity investigations end to end, document evidence, and apply sound judgment when enforcing program rules.
• Communicate clearly with partners and players about policy outcomes, maintaining professionalism in all interactions.
• Define and improve the processes and standards the broader team uses to manage inquiries, investigations, and communications with timely follow-through.
• Review partner-reported issues or concerns, assess their impact, and decide on resolution or escalation, using discretion and care.
• Draw on internal systems and external context to build a well-rounded view of each case and set best practices in trust & safety for the team.
• Partner with leadership and cross-functional teams to ensure consistent and fair application of policies across all regions and scenarios, and advise on program direction.

What You'll Bring

• Minimum of 6 years of experience in Trust and Safety, investigations, fraud analysis, or a related field, including ownership of programs or complex caseloads.
• Deep experience in conflict resolution and de-escalation, including the hardest cases.
• Excellent critical thinking and investigative abilities.
• Strong empathy and communication skills, especially in high-pressure or emotionally charged conversations.
• Proven ability to work independently, set priorities, and drive programs forward in a high-volume environment.
• Experience defining policy, process, or standards is a strong plus.
• Familiarity with Wizards Play Network (WPN) policies is a strong plus.
• Knowledge of Magic: The Gathering or experience within the gaming/retail industry is highly desirable.
• Cultural awareness and/or work experience with regions such as Latin America or APAC is beneficial.
• Bilingual or multilingual candidates are encouraged to apply.

Pay & Benefits

The pay transparency range for this role is listed below. The hiring range will vary based on factors such as experience, skills, location and market conditions. Additionally, employees may be eligible for annual and long-term incentives as part of their overall compensation package.

Pay Range
$97,000 - $145,600 USD

Employees may be eligible for annual and long-term incentives as part of their overall compensation package, depending on role, location, and eligibility.

Benefits and programs may include:

• Health & Wellness
• Time Off to Recharge
• Financial Well-being
• Life & Family Support
• Volunteer and Community Initiatives
• Learning & Development
• Exclusive Perks

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