Trust & Safety Ops Leader – EU & UK Markets

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

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.