Manager, Community Platform Operations

The Opportunity
As Manager, Community Platform Operations, you’ll help build a safer, more trusted experience across AMA Marketplace and AMA Community. Reporting to the Director, Marketplace Exchange, you’ll lead the standards, processes and tools that support provider onboarding, platform integrity, dispute resolution and member safety. This is a new role with the opportunity to shape how trust and safety operate as our platforms grow.

A Place to Belong
AMA is more than a workplace; it’s a family. Together, we help protect the things that matter most to our more than one-million members—everything from roadside safety to retail savings, food security to childhood well-being. And with operations that span automotive, registries, travel, insurance and more, the opportunities to grow with us are almost limitless!
For us, curiosity fuels innovation. We value people who are eager to explore new ideas and who are comfortable putting emerging technologies into practice. We see experience with AI‑powered tools like ChatGPT, Copilot, and similar platforms as a real plus - especially when it’s used to work smarter, increase efficiency, and find better ways to get things done.

Building on a century of proud service in Alberta communities, we’re passionate about making a meaningful difference in the places where we live and work. And that all begins with our people. As part of the AMA team, you’ll enjoy:

• Competitive salary and flexible benefits, with five packages to choose from and up to $3,000 in health and wellness spending accounts.
• Employer-paid retirement savings program, including 5% AMA contribution and 5% matching.
• Employee-exclusive discounts on travel, insurance, memberships, driver education, registry services, and more.
• Free travel medical insurance for you and your immediate family.
• Ongoing professional development, with unlimited learning opportunities, LinkedIn Learning Access, and dedicated time for personal growth.
• Paid vacation and personal days, including three weeks of vacation to start, a Me Day, a Volunteer Day, and the option to purchase additional vacation time.
• Flexible work models that make sense for your lifestyle, including our four-day work week option: Alongside our other work models, this option gives you another way to harmonize work and life in a way that’s personally meaningful and aligned with your role. Available to eligible fully in-office and fully remote roles, with tailored guidelines to fit department-specific needs. Requires a 12-month commitment; eligible employees can opt in or opt out annually during the benefit renewal period.
  

What Moves You

• You’re thoughtful, fair and comfortable making sound decisions in ambiguous or high-stakes situations.
• You’re detail-oriented and process-driven, with the ability to build practical frameworks, policies and standard operating procedures.
• You’re analytical and curious, able to use dashboards and operational data to identify patterns, risks, and opportunities for improvement.
• You communicate clearly in writing and can document decisions, policies, incident reports and knowledge resources.
• You’re collaborative and comfortable working across Growth, Community, Product, Engineering, Marketing, Legal, Risk and Insurance teams.
• You’re comfortable using digital tools, automation platforms and AI-assisted workflows to manage volume while maintaining quality.
  

What You’ll Do

• Define and own the trust framework for AMA Marketplace, including provider eligibility, background checks, credential verification, insurance confirmation and ongoing compliance standards.
• Complete vetting reviews for new providers, maintain decision records, and monitor active provider compliance, including suspensions or removals when platform standards are not met.
• Develop and maintain policies and procedures for acceptable conduct across providers, sellers, buyers, members and users, including new service-category risk pathways.
• Manage end-to-end dispute resolution and incident response across the Services and Product Marketplaces, establishing escalation pathways, response-time standards and fair, well-documented outcomes.
• Monitor Product Marketplace activity and listing quality, managing the escalation or removal of buyers, sellers and listings that violate platform terms.
• Manage and grow the AMA Community space in the AMA mobile app, coordinating moderation escalations with the Engagement & Community Lead.
• Oversee the Safe Exchange Zone program, including AMA location coordination, signage, member and seller communications, partner expansion and safety-focused innovation.
• Track trust and safety metrics through dashboards and regular reporting, identifying systemic issues and recommending improvements to platform design, provider behaviour and user experience.
• Partner with Product and Engineering on reporting tools, flagging mechanisms, dispute workflows and other features that support trust, safety and compliance.
• Configure and monitor AI-assisted workflows for vetting screening, compliance flagging, dispute triage and incident management, supporting the productivity and outcomes of future AI agents.
  

What You Bring to the Table

• Post-secondary diploma or degree in Business, Operations, Communications, Risk Management, Compliance or a related field; equivalent education and experience will be considered.
• Experience designing or managing policy frameworks, complaint-resolution processes or compliance programs.
• Experience managing or moderating digital community platforms, including dispute resolution or customer issues, is an asset.
• Direct experience preferred with marketplace or platform environments, such as two-sided platforms, the gig economy or e-commerce, is an asset.
• Experience working with AI-assisted tools for compliance screening, flagging or case management is an asset.
• Strong understanding of trust, safety and compliance principles in a consumer-facing or marketplace environment.
• Technical ability to work with Product, Design and Engineering teams to deliver solutions related to trust frameworks and operational efficiency.
  

Belonging Matters Here
AMA is committed to providing an inclusive, respectful, and accessible environment. If you require an accommodation at any time during our recruitment process, please contact [email protected]. We’ll work with you feel supported throughout your journey with us.

WORK MODEL:

We thank all applicants for their interest; however, only those selected for an interview will be contacted.