Hasbro
Retail and Play Program Lead - Trust and Safety
Renton, Washington, United States. Posted 28 days ago
The role
This Program Lead will support and uphold the values of Wizards Play Network and Organized Play programs. You will lead sensitive investigations and work to ensure a positive, safe, and welcoming environment for the global community.
What you will do
- Analyze program data, policy guidelines, and incident reports to recommend policy changes.
- Lead complex, high-sensitivity investigations end to end.
- Communicate policy outcomes to partners and players.
- Define and improve processes and standards for managing inquiries and investigations.
- Review and assess partner-reported issues to decide on resolution or escalation.
- Use internal systems and external context to set trust and safety best practices.
- Partner with leadership to ensure consistent policy application and advise on program direction.
Required qualifications
- Minimum of 6 years of experience in Trust and Safety, investigations, fraud analysis, or a related field, including ownership of programs or complex caseloads.
- Deep experience in conflict resolution and de-escalation, including the hardest cases.
- Excellent critical thinking and investigative abilities.
- Strong empathy and communication skills, especially in high-pressure or emotionally charged conversations.
- Proven ability to work independently, set priorities, and drive programs forward in a high-volume environment.
Nice to have
- Experience defining policy, process, or standards
- Familiarity with Wizards Play Network (WPN) policies
- Knowledge of Magic: The Gathering or experience within the gaming/retail industry
- Cultural awareness and/or work experience with regions such as Latin America or APAC
- Bilingual or multilingual
Benefits
- Health & Wellness
- Time Off to Recharge
- Financial Well-being
- Life & Family Support
- Volunteer and Community Initiatives
- Learning & Development
- Exclusive Perks
About the company
Hasbro and Wizards of the Coast collaborate to reimagine iconic brands and create experiences through the magic of play.