Senior Trust & Safety Operations Lead - Europe

Jd.Com; England; On-site; GBP 95,000 - 150,000; Full time

Job summary

JD Europe is seeking a senior Trust & Safety leader to shape enforcement across UK and EU marketplaces. You will lead investigations, develop frameworks and oversee remediation, suspension, and reinstatement decisions at scale.

The role requires hands‑on leadership, strong English communication, and experience operating in a large online marketplace environment. Team development and cross‑functional collaboration with Policy, Legal, and Product are key aspects.

Qualifications

• Significant experience in Trust & Safety, marketplace enforcement, or a related function.
• Direct experience investigating cases and making or reviewing enforcement decisions.
• Experience building or improving operational processes, decision frameworks and SOPs.
• Experience leading operational teams and establishing QA or review processes.
• Strong investigative judgment and understanding of proportionality, repeat violations, remediation, suspension and reinstatement.

Responsibilities

• Lead marketplace investigations and enforcement across sellers, products, listings and content.
• Handle and review complex or high‑risk investigations and enforcement decisions.
• Develop enforcement frameworks, SOPs and escalation criteria with Policy, Compliance and Legal.
• Oversee proportionate enforcement, including remediation, listing actions, account restrictions, suspension and reinstatement.
• Establish QA and decision‑quality controls across investigations and enforcement.
• Help establish an independent appeals framework, with appropriate separation from original enforcement decisions.
• Oversee enforcement across IP, product safety, prohibited products and other marketplace risks.
• Use case trends, appeal outcomes and QA findings to improve enforcement processes and controls.
• Develop operational metrics, reporting and risk insights.
• Recruit, coach and develop Trust & Safety Operations team members.
• Work with Product and Engineering on case‑management workflows, controls and automation.

Job description

JD Europe is seeking a senior Trust & Safety leader to shape enforcement across UK and EU marketplaces. You will lead investigations, develop frameworks and oversee remediation, suspension, and reinstatement decisions at scale.

The role requires hands‑on leadership, strong English communication, and experience operating in a large online marketplace environment. Team development and cross‑functional collaboration with Policy, Legal, and Product are key aspects.