Hiring: Retail and Play Program Lead - Trust & Safety Company: Wizards of the Coast Location: Renton, WA Job Posted Time: 2026-09-10 14:43:41 Target Skills & Keywords : Spark About the job Experience: •6 years of experience in Trust and Safety, investigations, fraud analysis, or a related field, including ownership of programs or complex caseloads. Required Skills: •Own the analysis of program data, policy guidelines, and incident reports to surface systemic concerns and recommend changes around policy adherence. •Lead complex, high-sensitivity investigations end to end, document evidence, and apply sound judgment when enforcing program rules. •Communicate clearly with partners and players about policy outcomes, maintaining professionalism in all interactions. •Define and improve the processes and standards the broader team uses to manage inquiries, investigations, and communications with timely follow-through. •Review partner-reported issues or concerns, assess their impact, and decide on resolution or escalation, using discretion and care. •Draw on internal systems and external context to build a well-rounded view of each case and set best practices in trust & safety for the team. •Partner with leadership and cross-functional teams to ensure consistent and fair application of policies across all regions and scenarios, and advise on program direction. 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. •Operational familiarity with Wizards Play Network (WPN) policies is a strong plus. •Knowledge of Magic: The Gathering or experience within the gaming/retail industry is highly desirable. •Cultural awareness and/or work experience with regions such as Latin America or APAC is beneficial. •Bilingual or multilingual candidates are encouraged to apply. •The pay transparency range for this role is listed below. The hiring range will vary based on factors such as experience, skills, location and market conditions. Additionally, employees may be eligible for annual and long-term incentives as part of their overall compensation package. Compensation: •$97,000 - $145,600 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!