Director of Operations, Trust & Safety

Position Overview

The Director of Operations, Trust & Safety, is a senior leadership role accountable for safeguarding the integrity and safety of our platform's digital environment. This individual is responsible for setting and steering operational strategy, leading cross-functional teams, and implementing processes that identify, address, and mitigate risks related to user-generated content, interactions, and platform abuse. The ideal candidate brings proven experience in content moderation or a trust and safety domain, demonstrated operational excellence, and a passion for upholding a safer and more inclusive online experience.

Key Responsibilities

Strategic Leadership: Develop and execute a comprehensive trust and safety operational strategy aligned with the organization's mission and regulatory requirements. Champion a culture of safety, inclusion, and ethical responsibility across the company.
Team Leadership & Development: Build, mentor, and scale high-performing teams focused on content moderation, incident response, investigations, and policy enforcement. Foster continuous learning and resilience in dynamic, high-impact environments.
Policy Development & Enforcement: Partner with stakeholders to define, implement, and iterate on trust and safety policies, ensuring they address emerging risks, comply with global regulations, and reflect the evolving digital landscape.
Operational Excellence: Design, monitor, and optimize operational workflows, content moderation procedures, and escalation protocols to ensure rapid, consistent, and fair responses to abuse, harmful content, and user reports.
Incident Management: Oversee the investigation and resolution of complex trust and safety incidents, including content escalations, coordinated abuse, platform manipulation, and other threats to user security and well-being.
Cross-Functional Collaboration: Work closely with product, engineering, legal, compliance, policy, communications, and customer experience teams to proactively address trust and safety challenges and embed best practices across the organization.
Risk Assessment & Mitigation: Lead the identification, measurement, and mitigation of risks related to harmful content, misinformation, hate speech, child safety, fraud, and other platform vulnerabilities.
Metrics & Reporting: Define and track key performance indicators (KPIs) to measure the effectiveness of trust and safety operations. Regularly communicate outcomes, trends, and recommendations to executive leadership and external stakeholders.
Technology & Automation: Partner with technical teams to evaluate, implement, and refine automation, AI/ML tools, and workflow systems to improve moderation efficiency and reduce manual review burdens without compromising safety or quality.
Regulatory & Legal Compliance: Ensure adherence to applicable laws, regulations, and industry standards related to data privacy, content moderation, and online user protection across all geographies of operation.
Stakeholder Engagement: Serve as a visible leader and trusted advisor to both internal and external audiences, representing the company in industry forums, policy discussions, and crisis situations with clarity and integrity.

Must-Have Qualifications

Experience in Content Moderation or Trust & Safety: Direct experience in content moderation, trust and safety, online risk management, or a closely related field is essential.
Senior Leadership Background: Minimum of 8-10 years in operations management, with at least 5 years in a senior leadership role overseeing teams in fast-paced, highly regulated digital environments.
Proven Operational Excellence: Demonstrated record of designing and optimizing complex operational processes at scale, preferably with global teams.
Data-Driven Decision-Making: Experience leveraging analytics and metrics to inform strategy, measure impact, and drive continuous improvement in trust and safety programs.
Policy Development Expertise: Background in developing, implementing, and enforcing policies related to user behavior, content standards, or platform integrity.
Incident & Crisis Management: Strong track record of leading teams through crisis situations, including rapid incident response, escalation management, and communications with stakeholders.
Cross-Functional Collaboration Skills: Ability to influence and engage effectively with legal, product, engineering, communications, and customer-facing teams.
Regulatory & Legal Acumen: Familiarity with global regulatory frameworks affecting online platforms, including data privacy, child protection, anti-terrorism, and hate speech laws.
Technical Fluency: Comfortable discussing and implementing technical solutions to support trust and safety operations, such as content filtering, automation, and AI-based moderation tools.
Exceptional Communication: Excellent verbal, written, and interpersonal communication skills; able to represent the company publicly with confidence and integrity.
Ethical Judgment: High standard of professional ethics and ability to make principled decisions in ambiguous or high-pressure situations.
Change Management: Proven ability to lead organizational change initiatives and foster team buy-in for new processes, technologies, or policies.
Global Perspective: Experience working in multinational organizations or with geographically dispersed teams and stakeholders.

Preferred Qualifications

Advanced degree in business, law, public policy, or a related discipline.
Experience with large-scale online platforms, social media, marketplaces, or gaming environments.
Familiarity with emerging trends in online safety, digital civility, and technology-enabled abuse prevention.

About Our Culture

We are committed to creating an inclusive, respectful, and empowering environment for all employees and users. The Director of Operations, Trust & Safety, plays a pivotal role in championing these values and ensuring our platform remains a place where everyone feels safe, heard, and valued. We welcome candidates who share our passion for online safety and who are eager to make a positive impact on digital communities worldwide.

Director of Operations - Trust and Safety