Manager, Trust

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology.

The Role You'll Play:

• Lead and mentor a team of risk/fraud analysts, ensuring timely and high-quality investigations into consumer transactions, behavioral signals, and platform activity to detect fraud, abuse, and trust concerns within defined SLAs.
• Oversee the application of advanced risk tools, transaction monitoring systems, and fraud detection models to identify high-risk activity; provide escalation support and drive resolution strategies for complex or ambiguous cases.
• Own and drive the development and implementation of scalable strategies for anomaly detection, abuse prevention, and enforcement of trust and safety standards.
• Serve as a subject matter expert for fraud detection and platform integrity, providing training, documentation, and coaching to analysts and key stakeholders.
• Act as a key liaison with cross-functional partners — including Product, Legal, Compliance, Business Intelligence, and Customer Experience, to inform policy development, refine workflows, and proactively address emerging risks or systemic gaps.
• Ensure operational excellence by tracking team performance, developing KPIs, improving investigative frameworks, and maintaining compliance with internal policies and external regulations.
• Lead continuous improvement initiatives to enhance automation, detection logic, and response protocols across the risk and fraud landscape.

Experience You Bring:

• 7+ years of experience in Trust & Safety, Risk Management, Fraud Prevention, or a related field in a B2C marketplace, eCommerce, or SaaS environment.
• 2–4 years of experience managing high-performing teams and leading cross-functional initiatives.
• Strong understanding of fraud detection and prevention, chargebacks, and risk management workflows, including relevant Card Brand rules and regulations and platforms such as Stripe.
• Experience investigating complex and nuanced cases such as platform abuse, account takeovers, or policy violations and enforcing trust/safety standards.
• Global fraud knowledge, including familiarity with regional fraud trends, direct debit systems, and alternative/local payment method risks.
• Strong SQL proficiency - comfortable writing advanced queries to support investigations, reporting, and data-driven decision-making.
• A proactive, detail-oriented mindset with a strong sense of ownership and accountability in protecting platform integrity.
• Excellent interpersonal and communication skills, with the ability to influence, collaborate cross-functionally, and advocate for scalable, data-driven risk management strategies

Have we piqued your curiosity?
Sound like the role for you? We'd love to hear from you Even if you're not 100% sure about potential fit, we still encourage you to apply. We're looking for the right person, not the perfect series of checkboxes.

Playlist is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

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Note: This description outlines key responsibilities but isn't intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.