Retail and Play Program Lead Trust & Safety

Wetake play seriously. Were looking for curious adventurers ready to find their party fueled by imaginationand driveto build whats never been built before. At Hasbro and Wizards of the Coast youll collaborate with passionate teams to reimagine our iconic brands and create experiences that spark joy connection and community through the magic of play. This is your chance to shape legendary play that lasts a lifetime.

Were looking for a collaborative and thoughtful Program Lead to help support and uphold the values of our Wizards Play Network (WPN) and Organized Play this role youll work to ensure a positive safe and welcoming environment across our global community by helping partners and players navigate policies and address concerns with care and consistency.

Youll take the lead on sensitive investigations engage with stores and players to resolve issues and collaborate with internal teams to promote transparency fairness and trust. By blending program coordination policy support and trust & safety principles youll play a key role in maintaining the integrity of our play spaces and ensuring a healthy experience for players retailers and employees alike.

What Youll Do:

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.

What Youll Bring:

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.
Experience defining policy process or standards is a strong plus.
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.

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Employees may be eligible for annual and long-term incentives as part of their overall compensation package depending on role location and eligibility. Benefits and programs may include:

• Health & Wellness
• Time Off to Recharge
• Financial Well-being
• Life & Family Support
• Volunteer and Community Initiatives
• Learning & Development
• Exclusive Perks

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