Senior Trust & Safety Operations Manager — EU / UK

JD.COM; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

JD.com is seeking a hands‑on leader for its Trust & Safety Operations across the UK and EU marketplaces. You will drive investigations, enforcement decisions and governance across sellers, products and content, while developing scalable processes and escalation criteria.

This role requires strong English writing and speaking, plus experience in IP protection, product safety and marketplace abuse. You will work with Product and Engineering on workflow automation and QA controls.

Qualifications

• Significant experience in Trust & Safety and marketplace enforcement.
• Direct experience investigating cases and making enforcement decisions.
• Experience building or improving operational processes, decision frameworks and SOPs.
• Experience leading operational teams and QA or review processes.
• Strong investigative judgment and understanding of proportionality and remediation.
• Experience in IP/brand protection or product safety is valuable.

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

Skills

Trust & Safety

Marketplace enforcement

Investigations

Operational leadership

QA processes

SOP development

IP/Brand protection

Product safety

Prohibited products

English proficiency

Job description

This is a newly created role within JD Europe's International Compliance Department. Reporting to the Director of Regulation and Compliance, you will help lead and develop Trust & Safety Operations across our UK and EU marketplaces.

This is a hands‑on leadership role spanning marketplace investigations, enforcement and operational governance. You will handle complex cases while developing the processes, decision frameworks and controls needed to support consistent and effective enforcement at scale.

What you'll do

• 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

What we're looking for

• Significant experience in Trust & Safety, marketplace enforcement, seller risk, investigations, store integrity or a related function
• Direct experience investigating cases and making or reviewing marketplace 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
• Experience in IP/brand protection, product safety, prohibited products or marketplace abuse is valuable
• Hands‑on and comfortable moving between complex cases, operational leadership and process development
• Experience within a large‑scale online marketplace or e‑commerce platform strongly preferred
• Strong written and spoken English; Mandarin or another European language would be an advantage

Why this role

JD Europe is scaling its marketplace operations across Europe. This role offers significant scope to shape how Trust & Safety investigations and enforcement operate across multiple markets and to build a high‑quality operation as the marketplace grows.