About Jitsu

Jitsu is an expedited urban last-mile delivery service, providing customers with a superior same and next day delivery experience. Jitsu leverages purpose-built modern technology and a gig driver fleet to drive transformative outcomes that catalyze customers’ brand growth. Logistics teams can now provide a differentiated delivery experience at a competitive cost, overcoming the limitations of legacy delivery providers. Jitsu operates in major U.S. metro urban areas across the U.S, enabling high-volume shippers to consistently cater to the rising needs and expectations of their customers.

About the role

We are seeking a Manager, Driver Trust & Safety to oversee Compliance & Performance Management for independent contractor drivers across all operating markets. Reporting to the Senior Manager of Driver Services, this role will be responsible for ensuring regulatory compliance, developing and enforcing driver performance policies, and managing escalations related to driver incidents.

The ideal candidate will have a strong background in compliance, audit, and risk management, with the ability to collaborate across legal, operations, and technology teams. This role requires a proactive problem solver with strong analytical skills and a keen attention to detail.

Primary Responsibilities

Compliance & Regulatory Oversight:

• Monitor regulatory changes and updates to ensure compliance with local and state gig worker & data privacy policies.
• Collaborate with internal stakeholders, legal, and technology teams to assess compliance risks, develop solutions, and establish timelines for implementation.
• Conduct compliance audits to assess the effectiveness of policies, procedures, and controls, identifying risks and recommending improvements.

Fraud Prevention & Ethics Programs:

• Build processes and system controls to detect, prevent, and mitigate driver fraud.
• Develop and implement company-wide policies and training to promote ethical behavior and mitigate conflicts of interest.

Driver Performance & Investigations:

• Own and manage driver performance policies and disciplinary measures to drive improvements in operational KPIs (On-Time Delivery, Completion Metrics, Customer Satisfaction, etc.).
• Conduct investigations into claims of driver policy violations, including data gathering, witness interviews, documentation, and resolution recommendations.
• Oversee internal escalations for all driver-related incidents, ensuring fair and consistent resolution.

Team Leadership & Operational Management:

• Lead and manage team SOPs, processes, and communications to ensure clarity and efficiency.
• Own and manage team performance SLAs to improve operational KPIs (Ticket SLAs, Driver Incidents, etc.).
• Provide coaching and mentorship to team members, fostering a high-performance culture.

Cross-Functional Collaboration:

• Work closely with Operations, Legal, Technology, and Customer Support teams to align on compliance requirements and process improvements.
• Partner with data teams to analyze trends in driver performance, fraud prevention, and compliance issues.
• Lead ad hoc analysis and projects related to driver services, trust, and safety.

Qualifications

Position Requirements:

• Bachelor’s Degree in Operations Management, Finance, Business Administration, or a related field.
• 5+ years of experience in audit, compliance, or risk management.
• 2+ years of experience managing teams, with a focus on compliance or operational performance.
• Strong project management and problem-solving skills with the ability to work independently.
• Excellent verbal and written communication skills with attention to detail.
• High level of integrity, confidentiality, and diplomacy in managing sensitive compliance matters.
• Proficiency in Google Drive, Slack, and operational software tools.
• Experience working with 1099 contractors is highly preferred.
• Experience with SQL or other data analysis tools is a plus.

Physical Requirements:

The physical requirements below are representative of what is necessary to successfully perform the essential functions of this position.

• Stand, walk, sit at a desk, work on a computer

Hours:

Typical hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. This position may require weekend, night, and holiday hours according to the needs of the clients.

Travel:

Travel 10-15%

Compensation:

The targeted base salary range for this role is listed in the compensation section below. Actual salary may be above or below this range based on location, skills, and relevant experience. In addition, this position may include additional compensation in the form of bonuses, equity, or commissions.

California CPRA Policy:

For California residents, please see our CPRA policy regarding our data collection practices: https://www.gojitsu.com/cpra-policy-work