Director, Trust & Safety
Reverb, Chicago, IL, United States
Director Of Trust & Safety
Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused e-commerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear. We love working at Reverb because we're making the world more musicalthrough our marketplace and through Reverb Gives, which provides musical instruments to youth music education programs. We were named a "Best Place to Work" by Built in Chicago and a "Top Workplace'' by the Chicago Tribune. The Director of Trust & Safety is responsible for the protection of our marketplaceleading teams across fraud prevention, marketplace integrity, account security, and post-transaction risk management to keep our community safe and our platform trusted. You'll drive the strategy and execution behind detecting, preventing, and responding to fraudulent and abusive activity, partnering with Legal, Compliance, Finance, Payments, Product, and Engineering to build scalable solutions that reduce risk without compromising the customer experience. We're looking for a leader who brings structure to ambiguity, thinks strategically, and is genuinely passionate about developing people and building high-performing teams. If you thrive at the intersection of operational excellence and big-picture thinking, this role is for you. This role reports to the VP of Operations and is based in our Chicago, IL office. Hybrid team members are expected to work from our Chicago office 1-3 times per week, depending on team norms. Responsibilities: Lead teams responsible for fraud detection and prevention, chargeback and dispute management, and marketplace integrity across Reverb, developing and maintaining key Trust & Safety metrics that reduce fraud exposure while minimizing friction for legitimate users. Drives processes for identifying, investigating, and mitigating fraudulent and abusive activityincluding fraudulent listings, account takeover, and coordinated behaviorwith a focus on early detection of high-risk accounts before they impact customers. Partner with Product and Engineering to design risk-based controls, trust signals, and scalable detection systems, using automation, rules, and third-party tooling to improve accuracy and reduce manual review. Be responsible for chargeback and dispute management, develop and implement marketplace policies, and drive reporting and governance processes that provide regular insights into risk trends and performance. Set vision and strategy for your team, lead and develop employee performance, and perform root cause analyses to continuously strengthen controls and prevent recurrence. Requirements: 7+ years in Trust & Safety, Fraud, or Risk, with 5+ years leading operational teams in a marketplace or e-commerce environment preferred. Deep expertise in fraud prevention and abuse patterns, with a consistent record of improving operational efficiency through process improvements, tooling, and automation. A clear, compelling communicator who can articulate strategy and trade-offs to senior leadership and influence cross-functional partners. Familiar with fraud and risk platforms (Accertify a plus) and emerging detection technologies, with the adaptability to change directions quickly as the risk landscape evolves.
Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused e-commerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear. We love working at Reverb because we're making the world more musicalthrough our marketplace and through Reverb Gives, which provides musical instruments to youth music education programs. We were named a "Best Place to Work" by Built in Chicago and a "Top Workplace'' by the Chicago Tribune. The Director of Trust & Safety is responsible for the protection of our marketplaceleading teams across fraud prevention, marketplace integrity, account security, and post-transaction risk management to keep our community safe and our platform trusted. You'll drive the strategy and execution behind detecting, preventing, and responding to fraudulent and abusive activity, partnering with Legal, Compliance, Finance, Payments, Product, and Engineering to build scalable solutions that reduce risk without compromising the customer experience. We're looking for a leader who brings structure to ambiguity, thinks strategically, and is genuinely passionate about developing people and building high-performing teams. If you thrive at the intersection of operational excellence and big-picture thinking, this role is for you. This role reports to the VP of Operations and is based in our Chicago, IL office. Hybrid team members are expected to work from our Chicago office 1-3 times per week, depending on team norms. Responsibilities: Lead teams responsible for fraud detection and prevention, chargeback and dispute management, and marketplace integrity across Reverb, developing and maintaining key Trust & Safety metrics that reduce fraud exposure while minimizing friction for legitimate users. Drives processes for identifying, investigating, and mitigating fraudulent and abusive activityincluding fraudulent listings, account takeover, and coordinated behaviorwith a focus on early detection of high-risk accounts before they impact customers. Partner with Product and Engineering to design risk-based controls, trust signals, and scalable detection systems, using automation, rules, and third-party tooling to improve accuracy and reduce manual review. Be responsible for chargeback and dispute management, develop and implement marketplace policies, and drive reporting and governance processes that provide regular insights into risk trends and performance. Set vision and strategy for your team, lead and develop employee performance, and perform root cause analyses to continuously strengthen controls and prevent recurrence. Requirements: 7+ years in Trust & Safety, Fraud, or Risk, with 5+ years leading operational teams in a marketplace or e-commerce environment preferred. Deep expertise in fraud prevention and abuse patterns, with a consistent record of improving operational efficiency through process improvements, tooling, and automation. A clear, compelling communicator who can articulate strategy and trade-offs to senior leadership and influence cross-functional partners. Familiar with fraud and risk platforms (Accertify a plus) and emerging detection technologies, with the adaptability to change directions quickly as the risk landscape evolves.