Program Manager, Trust and Safety at Favor

Austin, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Bachelor’s degree in business, or equivalent relevant work experience
5+ years of program management and/or operations management consulting experience, particularly in grocery/retail, delivery, or gig economy industries
Demonstrated experience creating and driving programs to deliver exceptional experiences to customers and constituents
Strong attention to detail and the ability to navigate complex, challenging problems and find creative solutions
Ability to build strong working relationships and rapport across all levels of the organization
Proficient in Microsoft (tools implied, e.g., Office suite)

Responsibilities

Manage multiple, concurrent, and complex projects and initiatives aligned with evolving Trust and Safety and Quality Operations needs such as owning roadmaps, OKRs, KPIs, and cross-functional coordination
Lead and champion a compelling business strategy for the Trust and Safety team through a combination of understanding customer needs, business goals, market trends and competitor insights
Lead vendor relationships end-to-end, including RFP ownership, contract negotiations, budget management, performance tracking, and alignment with company initiatives
Develop and execute go-to-market strategies for new products, services, and vendor solutions in partnership with internal stakeholders
Leverage data and insights to monitor trends, identify risks or opportunities, investigate unusual patterns (e.g., fraud, safety incidents), and implement performance improvements and mitigation strategies
Proactively identify opportunities in the business and execute root cause analysis and drive alignment with key stakeholders to mitigate risk and exposure
Facilitate cross-functional collaboration through working sessions, stakeholder alignment, and effective communication to balance customer experience with risk exposure
Build and scale programs from ideation to execution using strong program management practices—owning strategic planning, reporting, team alignment, and continuous monitoring
Conduct regular risk assessments and audits to detect Trust and Safety issues, identify potential areas of concern and develop strategies to mitigate them
Provide strategic insights and recommendations to business stakeholders and leadership on program performance and enhancement opportunities
Support daily operations as needed, including coverage for critical events, escalations, insurance claims, and ad-hoc investigations
Perform other duties and projects as assigned to support organizational objectives and initiatives

Skills

Fraud Prevention

Risk Mitigation

Project Management

OKR

KPI

Vendor Management

RFP

Contract Negotiation

Budget Management

Root Cause Analysis

Data Analysis

Cross-functional Coordination

Business Strategy

Favor

On-demand delivery service connecting local businesses

About Favor

Favor Delivery operates in the on-demand delivery market, primarily in Texas, providing a variety of products from food and beverages to everyday essentials directly to customers' homes. The service partners with local businesses, such as restaurants and retail stores, to offer a diverse selection of items. Favor Delivery targets busy professionals, families, and individuals who value the convenience of delivery over shopping in person. The company stands out from competitors like DoorDash and Uber Eats by focusing on hyper-local markets and building strong relationships with local businesses while also supporting community initiatives, including promoting Black-owned businesses and LGBTQI communities. Favor generates revenue through delivery fees charged to customers, service fees from partner businesses, and promotional partnerships with local brands.

Austin, TexasHeadquarters

2013Year Founded

$34MTotal Funding

SERIES_BCompany Stage

Social Impact, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Paid Vacation

Professional Development Budget

Flexible Work Hours

Risks

Increased competition from DoorDash and Uber Eats threatens Favor's market share in Texas.

Rising operational costs, including fuel and labor, may impact Favor's profitability.

Dependence on H-E-B poses a risk if partnership dynamics change or H-E-B develops its own platform.

Differentiation

Favor focuses on hyper-local markets within Texas, fostering strong local business relationships.

The company actively supports community initiatives, resonating with socially conscious consumers.

Favor's exclusive partnership with H-E-B enhances its grocery delivery offerings.

Upsides

Favor's H-E-B Now feature offers fast grocery delivery with no fees on orders over $25.

The company's community support initiatives strengthen its brand loyalty among Texans.

Favor's Order-In Experts program enhances customer engagement and local cuisine discovery.

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