TRUSTe combines a mission to preserve consumer choice on the internet with an entrepreneurial spirit to infuse new programs with market incentives. Help TRUSTe accomplish its mission to build consumer confidence in e-commerce, email and downloadable software. Current openings are listed below:

Compliance Analyst I
Location: San Francisco

Client Services Manager (CSM)
Location: San Francisco

Compliance Analyst 1 handles all consumer Watchdog disputes and provides external quality assurance function for Client Operations. Compliance Analyst coordinates with Licensees and other departments in resolving disputes between licensees and consumers. Compliance Analyst coordinates with Client Operations resolving quality issues during certification process.

Compliance Analyst also performs monitoring through Maxamine, a web based spider program, and follows up on trademark issues, including trademark infringement and incorrect implementation.

Responsibilities

• Responds to all Watchdog disputes. Must be able to distinguish between legitimate privacy complaints and non-privacy complaints by reviewing the dispute and reviewing Licensee’s practices. Corresponds with Licensees and users under strict timelines regarding the dispute and resolves it.
• Identifies Licensees with repeated problems to Compliance Analyst 2, Client Operations and Director of Compliance for additional on-going monitoring; identifies unusual complaints or patterns that may demonstrate further problems with licensee to Director of Compliance.
• Reports on a monthly basis the total number of disputes, types of disputes, and resolution. Coordinates with Compliance Analyst 2 on specific reporting needs; reports on as needed basis on specific Licensee issues.
• Works with IT department and Director of Compliance on improvements and automation of the Watchdog system; reports to IT Director and Director of Compliance on Quality Assurance.
• Receives Licensee files that are ready to be certified by Client Operations and reviews for compliance with program requirements. Uses check lists for formal reviews.
• Checks a minimum of 10% of all Licensees being certified and checks each Account Manager at least once every two weeks.
• Conducts web site monitoring via Maxamine, a web based spider program.
• Follows up on trademark issues, including trademark infringement and incorrect implementation
• Will be cross-trained for other functions to assist with coverage during absences.

Compliance Analyst will report to the Director of Compliance.

Qualifications

• College Degree, plus 1-2 years job experience (or equivalent)
• Proficiency with Microsoft Office Programs
• Proficiency with Internet technology including e-mail and web transactions. Familiarity with internet business models (e.g. social networking, negative option, affiliate marketing) a plus
• 1 -2 years experience with business correspondence, strong writing skills

Submit resume and cover letter to compliancecareers@truste.org.

The Client Services Manager (CSM) is the primary point of contact, post-sales for all of our clients. The TRUSTe client services manager is responsible for the certification process of TRUSTe Web Privacy, Trusted Download and email seal programs as well as on-going client communication. The CSM is also responsible for monitoring certified sites for ongoing compliance with all aspects of the TRUSTe programs.

The CSM supports the sales team by developing and maintaining positive customer relations. The client services manager works with various departments internal to TRUSTe to meet both new and renewal certification goals. The CSM works with TRUSTe members and other TRUSTe departments to resolve customer issues, as necessary, and provides reports to management.

General position requirements:

• Receive, process and certify applications from companies applying to TRUSTe’s programs
• Conduct in-depth reviews of member (client) websites and application documents, write reports based on findings for members and potential members
• Ensure that all TRUSTe members comply with specified program requirements
• Maintain excellent customer relations/communications with TRUSTe members
• Monitor certified companies for compliance with the relevant programs
• Educate TRUSTe members on program requirements and privacy best practices
• Manage 45-55 member accounts at various stages within the certification process
• Collaborate with internal TRUSTe departments to resolve client issues and improve products/processes
• Work with the sales team, as appropriate, to up-sell and close contracts
• Meet defined certification goals
• Provide regular reports to management
• Manage special projects, as assigned

Qualified candidates will possess the following skills and qualities:

• Experience in account management of large client accounts, such as Fortune 500 and those with a global presence
• Ability to effectively manage client expectations
• Attention to minute detail and the ability to work through complex problems using creative solutions to resolve client issues, expediting the certification process
• Possess solid time management skills including ability to multitask and prioritize workload
• Excellent people skills are required in order to work with personnel across TRUSTe – operations, sales, marketing, product development, and IT
• Excellent verbal and written communication skills with strong command of the English language, excellent phone presence
• Highly motivated and self-directed
• Ability to distill very complex issues into straightforward, easy to understand recommendations that can be conveyed both in writing and verbally
• Experience in training staff/new hires
• Ability to work effectively both independently and within a team environment

Minimum requirements:

1. BA/BS or equivalent required
2. 3 plus years work experience
3. Demonstrated success in B2B account management, paralegal, client services or comparable environment
4. Evidenced ability to handle minute detail, processes and operations as well as highly effective client interface
5. Working knowledge of Internet technologies (HTML, FTP, cookies, web beacons) and applications including Word, Excel, and Outlook
6. Experience with privacy issues a plus (COPPA, EU Safe Harbor, Sender Score Certified, etc.)
7. Interest in and commitment to consumer privacy issues highly preferred

Starting salary $40k+, depending on experience and skills, excellent benefit package.

Application submission information:

Submit resume and cover letter to operationscareers@truste.org.