Sr. Manager, Trust & Safety Operations
Dallas, TexasFull-TimeManagerOperations
Skills
How you’ll make an impact:
- 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.
We may be a Match if:
- 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.
- Skilled at distilling complex issues into clear frameworks and actionable plans.
- 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.
