Retail and Play Program Lead - Trust & Safety

Written by the T&S Network from Hasbro's posting.

Program lead role on trust and safety for Wizards Play Network and Organized Play programs, covering retail partners and players. The work centers on keeping play spaces safe, fair and welcoming through investigations, policy enforcement and resolving partner and player concerns. The role sits within a team that supports partners and players in navigating program policies with consistency.

What you'd do

• Analyze program data, policy guidelines and incident reports to surface systemic concerns
• Recommend policy adherence changes based on patterns found in incident data
• Run the most sensitive investigations from start to finish and record the evidence
• Decide whether partner-reported issues should be resolved or escalated, and enforce program rules
• Communicate policy outcomes to partners and players with professionalism
• Define and improve processes and standards the wider team uses for inquiries and investigations
• Advise leadership and cross-functional teams on consistent policy application across regions

What it asks for

• At least 6 years in trust and safety, investigations, fraud analysis or a similar field, including running programs or complex caseloads
• Substantial track record de-escalating disputes, including the toughest ones
• Sharp analytical and investigative judgment
• Strong empathy and communication in tense or emotionally charged conversations
• Experience defining policy, process or standards (preferred)
• Familiarity with Wizards Play Network policies (preferred)
• Knowledge of Magic: The Gathering or gaming/retail industry experience (preferred)

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Hasbronorth_east before you apply. If we got something wrong, report this listing.