The OpportunityAs Manager, Community Platform Operations, you'll help build a safer, more trusted experience across AMA Marketplace and AMA Community. Reporting to the Director, Marketplace Exchange, you'll lead the standards, processes and tools that support provider onboarding, platform integrity, dispute resolution and member safety. This is a new role with the opportunity to shape how trust and safety operate as our platforms grow.
What Moves You- You're thoughtful, fair and comfortable making sound decisions in ambiguous or high-stakes situations.
- You're detail-oriented and process-driven, with the ability to build practical frameworks, policies and standard operating procedures.
- You're analytical and curious, able to use dashboards and operational data to identify patterns, risks, and opportunities for improvement.
- You communicate clearly in writing and can document decisions, policies, incident reports and knowledge resources.
- You're collaborative and comfortable working across Growth, Community, Product, Engineering, Marketing, Legal, Risk and Insurance teams.
- You're comfortable using digital tools, automation platforms and AI-assisted workflows to manage volume while maintaining quality.
What You'll Do- Define and own the trust framework for AMA Marketplace, including provider eligibility, background checks, credential verification, insurance confirmation and ongoing compliance standards.
- Complete vetting reviews for new providers, maintain decision records, and monitor active provider compliance, including suspensions or removals when platform standards are not met.
- Develop and maintain policies and procedures for acceptable conduct across providers, sellers, buyers, members and users, including new service-category risk pathways.
- Manage end-to-end dispute resolution and incident response across the Services and Product Marketplaces, establishing escalation pathways, response-time standards and fair, well-documented outcomes.
- Monitor Product Marketplace activity and listing quality, managing the escalation or removal of buyers, sellers and listings that violate platform terms.
- Manage and grow the AMA Community space in the AMA mobile app, coordinating moderation escalations with the Engagement & Community Lead.
- Oversee the Safe Exchange Zone program, including AMA location coordination, signage, member and seller communications, partner expansion and safety-focused innovation.
- Track trust and safety metrics through dashboards and regular reporting, identifying systemic issues and recommending improvements to platform design, provider behaviour and user experience.
- Partner with Product and Engineering on reporting tools, flagging mechanisms, dispute workflows and other features that support trust, safety and compliance.
- Configure and monitor AI-assisted workflows for vetting screening, compliance flagging, dispute triage and incident management, supporting the productivity and outcomes of future AI agents.
What You Bring to the Table- Post-secondary diploma or degree in Business, Operations, Communications, Risk Management, Compliance or a related field; equivalent education and experience will be considered.
- Experience designing or managing policy frameworks, complaint-resolution processes or compliance programs.
- Experience managing or moderating digital community platforms, including dispute resolution or customer issues, is an asset.
- Direct experience preferred with marketplace or platform environments, such as two-sided platforms, the gig economy or e-commerce, is an asset.
- Experience working with AI-assisted tools for compliance screening, flagging or case management is an asset.
- Strong understanding of trust, safety and compliance principles in a consumer-facing or marketplace environment.
- Technical ability to work with Product, Design and Engineering teams to deliver solutions related to trust frameworks and operational efficiency.
WORK MODEL:Hybrid
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
