Retail and Play Program Lead - Trust and Safety

Hasbro
Renton, WA
On-siteCareer-pivot friendly

Who this role is best for

Experienced trust and safety professionals with investigative expertise and cultural awareness will find this role in community management and policy enforcement at Hasbro's global retail and play programs.

Best fit for

  • Candidates with 6+ years in trust and safety or investigations, especially those who have managed complex caseloads.
    — “Minimum of 6 years of experience in Trust and Safety, investigations, fraud analysis, or a related field, including ownership of programs or complex caseloads.”
  • Individuals with strong conflict resolution skills and experience handling emotionally charged situations.
    — “Deep experience in conflict resolution and de-escalation, including the hardest cases.”
  • Professionals familiar with gaming/retail environments or Magic: The Gathering, with a preference for those with regional experience.
    — “Knowledge of Magic: The Gathering or experience within the gaming/retail industry is highly desirable.”

Things to consider

  • The role requires handling high-sensitivity investigations with discretion and sound judgment.
    — “Lead complex, high-sensitivity investigations end to end, document evidence, and apply sound judgment when enforcing program rules.”
  • Candidates must be prepared to work across global regions, with cultural awareness being a key consideration.
    — “Cultural awareness and/or work experience with regions such as Latin America or APAC is beneficial.”

How to stand out

  • Highlight experience in defining policies or improving investigative processes in your resume and interview responses.
    — “Define and improve the processes and standards the broader team uses to manage inquiries, investigations, and communications with timely follow-through.”
  • Emphasize your ability to communicate clearly and professionally in high-pressure scenarios.
    — “Communicate clearly with partners and players about policy outcomes, maintaining professionalism in all interactions.”
  • Demonstrate your capability to analyze data and surface systemic concerns for policy improvement.
    — “Own the analysis of program data, policy guidelines, and incident reports to surface systemic concerns and recommend changes around policy adherence.”
Pace · SteadyCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • positive play environment
  • policy adherence
Typical background
trust and safetyconflict resolution

Skills & requirements

Required

Program CoordinationPolicy SupportTrust & SafetyInvestigationsConflict Resolution

Preferred

Policy DefinitionGaming Industry Experience

Stack & domain

Program CoordinationPolicy SupportTrust & SafetyConflict ResolutionInvestigationsCommunicationEmpathyProblem-solvingTeamworkDependabilityRetailPlayTrust And Safety

About the role

Original posting from Hasbro via Greenhouse

We take play seriously. We’re looking for curious adventurers ready to find their party, fueled by imagination and drive to build what’s never been built before. At Hasbro and Wizards of the Coast, you’ll 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.

We’re looking for a collaborative and thoughtful Program Lead to help support and uphold the values of our Wizards Play Network (WPN) and Organized Play programs. In this role, you’ll 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.

You’ll 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, you’ll play a key role in maintaining the integrity of our play spaces and ensuring a healthy experience for players, retailers, and employees alike.

What You'll 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 You'll 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.

#Wizards

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.

Pay Range$108,600—$162,900 USDEmployees 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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Source: Hasbro careers (Greenhouse)

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