Senior Trust & Safety Operations Manager — EU / UK

JD.COM; Greater London; On-site; GBP 90,000 - 150,000; Full time

Job summary

JD Europe is seeking a hands-on leader to direct Trust & Safety Operations across the UK and EU marketplaces. You will oversee investigations, enforcement and governance, building scalable processes and decision frameworks.

Reporting to the Director of Regulation and Compliance, you will recruit, coach and develop the team, work with Product and Engineering on case-management workflows, and drive QA, risk insights and continuous improvement.

Qualifications

• Significant experience in Trust & Safety or marketplace enforcement.
• Experience leading operational teams and developing SOPs.
• Strong written and spoken English; Mandarin or another European language would be an advantage.

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 leadership

Marketplace enforcement

Investigations

SOP development

QA and review processes

People management

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.