Hybrid Senior Manager, Trust & Safety Operations

Posted 2 days ago

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About the role

  • Lead the creation and implementation of a CEO-sponsored, portfolio-wide Social Support function focused on customer service and safety.
  • Define the strategic vision, user experience, operational workflows, tooling requirements, and success metrics to measure and demonstrate ROI.
  • Partner with T&S Policy and Governance teams to oversee vendor operations, policies, processes, and quality, driving continuous improvement across internal and vendor workflows.
  • Collaborate with Workforce and Vendor Management teams to forecast short- and long-term resource needs, ensuring scalability and operational efficiency.
  • Advocate for strategic product improvements and resource reallocations to optimize workflows and reduce operational costs.
  • Work closely with brand moderation, Product, Security, and IT teams to analyze and enhance cross-portfolio workflows and user experiences.
  • Translate operational challenges and process insights into clear, prioritized policy, product, and technical requirements.
  • Develop and champion an AI moderation strategy that aligns with business needs and the organization’s overarching AI mission, vision, and guardrails.

Requirements

  • 3+ years of experience managing customer service or trust & safety teams.
  • Proven success building, managing, and optimizing a Zendesk instance.
  • Knowledge of legal and compliance requirements related to content moderation, data privacy, and user safety.
  • Strong track record of designing and improving cross-functional processes across internal and external teams.
  • Bonus: Experience managing social support functions or using social media CRM tools.
  • Excellent problem-solving, analytical, and presentation skills, with the ability to multitask and prioritize effectively.
  • Strong business acumen and ability to communicate the operational and business impact of key decisions.
  • A collaborative team player with deep empathy for users and a growth mindset.

Benefits

  • Medical, mental health, and wellness benefits to support your overall health and well-being
  • Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000)
  • Employee stock purchase program to help you feel supported in your financial security
  • Generous PTO and 18 paid holidays so you can unplug
  • Annual training allowance for professional development and ERG membership opportunities and events
  • 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts
  • Fun happy hours and company events where our employees get to know each other and build a sense of connection and belonging!

Job title

Senior Manager, Trust & Safety Operations

Job type

Experience level

Senior

Salary

$136,000 - $150,000 per year

Degree requirement

Bachelor's Degree

Location requirements

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