Product Safety & Compliance Manager - Marketplace

Purpose of the Role

The Product Safety & Compliance Manager is responsible for ensuring Woolworths Marketplus platform delivers safe, compliant , quality products to customers . The role is responsible to lead the team of specialists to ensure the key controls to identify, mitigate, and implement solutions to address risks related to seller onboarding, product safety , quality , authenticity, intellectual property and regulatory compliance .

Key Accountabilities

• Strategy & Leadership: Define and implement the overall vision and strategy for product safety and compliance across the marketplace in partnership with the HOQ. To lead and mentor a team of specialists to enforce policies and operationalize the marketplace integrity framework.
• Ensure compliance to onboarding processes and know Your Customer (KYC) program for all new and existing sellers to ensure compliance with AML/CTF obligations. This includes procedures for identity verification, beneficial ownership checks, and risk-based due diligence by engaging with the 3rd party service provider.
• Regulatory Compliance: Design, implement, manage policies and frameworks to ensure Woolworths MarketPlus meets its regulatory requirements.
• Policy & Governance: Develop, review, and update marketplace policies and framework to address emerging hazards and maintain compliance with Australian consumer law, product safety standards.
• Risk Management: Utilize data and technology to proactively identify and prevent fraudulent activity, counterfeit goods, prohibited products, and unsafe or non compliant listings. Monitor seller performance and implement corrective actions for policy violations by a comprehensive seller performance framework.
• Incident Response: Lead the investigation and resolution of complex integrity issues, including product recalls, consumer complaints, intellectual property claims. Collaborate with legal, public relations, and other internal teams to manage and respond to various incidents.
• Seller Engagement & Education: Create and deliver educational resources and tools for sellers to help them understand and comply with marketplace policies. Build strong relationships with key sellers.
• Cross-Functional Collaboration: Partner with product, engineering, data and other teams to build and improve integrity tools and systems. Work closely with the commercial and operations to balance business growth with risk management.
• Performance Reporting: Establish and report on key performance indicators (KPIs) related to marketplace integrity an product safety and compliance . Provide weekly reporting to HOQA and monthly risk reporting to demonstrate compliance to risk appetite within the marketplace platform .

Key Results

• Reduce High-Severity Incidents: Decrease the number of product safety-related complaints and recalls by leveraging AI powered 3rd party compliance.
• ACCC In partnership with HOQ and Compliance team ensure effective reporting and management of key incidents to effectively manage the risk aligned to the ACCC product safety pledge
• Achieve Full KYC Compliance: Ensure 100% of all new sellers successfully complete the AML/CTF-compliant KYC onboarding process prior to their first sale.
• Improve Seller Compliance Score: Improve the overall seller compliance across key policy areas (e.g., ineligible and prohibited products , listing accuracy, intellectual property).
• Enhance Risk Detection Accuracy: Improve the accuracy and speed of automated systems for detecting fraudulent and non-compliant listings, reducing manual review time and false positives.
• Accelerate Incident Resolution Time: Reduce the average time to resolve a critical integrity incident (e.g., product recall, major consumer complaint).
• Drive Seller Education & Trust: Achieve a 100% completion rate for mandatory seller compliance questionnaire for all new sellers within their first 90 days.
• Build a High-Performing Team: Establish clear career paths and development plans for the integrity team.
• Regulation and Compliance: Stay up to date with all relevant regulations and compliance

Key Relationships

Internal:

• Seller Support
• Customer Service
• BIGW QA and Sustainability
• WOW QA and Sustainability
• WOW Human Rights
• WMP Commercial
• Seller Growth
• Seller Acquisition
• Marketing
• Media and PR
• Legal
• Risk
• Product, Tech, Engineering

External:

• Marketplace Customers
• Marketplace Sellers
• Customer Service Ticketing Platform Providers
• State and Federal Regulators such as ACCC, ACMA, WELS, ESV, NSW Fair Trading

Skills & Experience

• Product Safety , Australian Regulatory Compliance and Quality Assurance
• Multi lingual - English , Mandarin ( if possible )
• End-to-End Product Lifecycle Management
• Leading teams
• Vendor Risk and Quality Management
• Compliance Operations and Framework Development
• International Sourcing and 3rd Party Inspections
• Stakeholder and Cross-Functional Team Engagement
• Policy Development and Change Management
• Customer-Centric Quality Focus
• Digital Product Catalog Compliance
• Sustainability and Modern Slavery
• Technology-Driven Compliance Innovation

Our Core Values

• We care deeply
• We listen and learn
• We do the right thing

Our Ways of Working

• We are Customer 1st, Team 1st
• We are always improving
• We deliver end-to-end
• We encourage freedom in a framework
• We keep things simple