Sr. Manager, Trust and Safety Operations

Innovate with purpose

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

At BILL, we listen, learn, and lead—fostering collaboration and a drive for continuous growth. We’re committed to building a diverse and inclusive workplace that values each person’s unique skills and experiences. Even if you don’t meet every requirement, we’d love to hear from you—you might be just what we’re looking for, whether in this role or another.

✨ Let’s give businesses more time for what matters.

Make your impact within a rapidly growing Fintech Company

We are seeking an experienced Trust & Safety leader to manage our customer protection and risk operations teams. In this role, you will oversee four core functions critical to maintaining the integrity and security of our financial platform while ensuring exceptional customer experience.

Key Responsibilities

• Manage a team of Trust & Safety professionals, build and lead high-performing teams across multiple Trust & Safety functions
• Establish performance metrics, goals, and development plans for team members. Own key performance metrics for dispute resolution and risk management
• Implement training programs and quality assurance frameworks. Drive continuous improvement in operational efficiency and customer satisfaction leveraging training and quality framework 
• Foster a culture of continuous improvement and customer advocacy by influencing product and policy decisions related to risk and customer protection 
• Actively partner and collaborate with senior leadership to develop Trust & Safety strategy to continue to deliver exceptional customer experience 

Disputes & Customer Resolution

• Oversee the resolution of complex customer disputes related to credit and payment issues
• Develop and maintain dispute handling procedures that align with regulatory requirements
• Establish service level agreements (SLAs) and quality metrics for dispute resolution
• Review, assist, and engage on high-stakes dispute decisions

Risk Operations Support

• Manage internal and external support services for risk operations teams 
• Provide guidance on complex risk assessment cases
• Develop and maintain documentation for risk operation procedures
• Collaborate with cross-functional team and risk strategy function  to improve detection and prevention strategies

Fraud Prevention & Risk Management

• Lead customer outreach initiatives related to fraud monitoring and prevention
• Develop strategies to minimize false positives while maintaining strong fraud prevention in collaboration with Risk Strategy team in managing a smooth resolution process 
• Evaluate inbound customer requests for fraud and Partner with cross-functional teams  to enhance fraud detection capabilities

Appeals & Escalation Management

• Establish and maintain escalation protocols for disputed risk decisions
• Oversee the appeals process for account restrictions and uphold  risk-related decisions
• Manage sensitive customer escalations and MFA reset requests
• Ensure fair and consistent application of policies across all scenarios

We’d love to chat if you have:

• 7+ years of experience in Trust & Safety, Risk Operations, and managing disputes 
• 3+ years of people management experience
• Strong background in financial services or fintech
• Experience with fraud prevention and risk management systems
• Track record of building and scaling operational teams
• Excellence in cross-functional leadership and stakeholder management
• Strong analytical and problem-solving abilities
• Deep understanding of financial regulations and compliance requirements
• Exceptional communication and presentation skills
• Ability to make difficult decisions under pressure
• Experience with operational metrics and p