Associate Director Trust Safety - Platform Operations

Available Locations: Washington

About the role

People need to Trust Cloudflare. Our team is responsible for trust in everything that Cloudflare does. Trust & Safety responds to claims of abuse and legal requests for private customer data for a vast and diverse customer base while maintaining Cloudflares core principles of transparency consistency and due process. We navigate the complex web of countryspecific law enforcement demands and contentrelated regulations on a global scale.

We are looking for a global leader of Cloudflares Trust and Safety Platform Operations team. In this role you will manage a team of Trust & Safety investigators who triage sensitive and nuanced allegations of abuse. This role reports to the VP Global Head of Trust & Safety.

What youll do

• Help build and lead a worldclass globallydistributed team.
• Develop and implement strategies to handle abuse complaints regarding DMCA phishing fraud CSAM ICANN domain compliance and other escalated issues
• Design and scale processes for efficient and accurate handling of abuse reports made to Cloudflare.
• Provide leadership guidance and career development to a team of Platform Operations investigators.
• Be responsible for managing operations seamlessly and ensuring that Service Level Objectives (SLOs) are met.
• Educate and influence product teams to build and improve tools to drive improvements and increase efficiencies.
• Partner with the Policy Legal and the Product teams to ensure our policies and guidelines can be enforced in a scalable fashion.
• Drive operational efficiencies and automation of existing processes.
• Deal with sensitive content and emotionally charged escalations with tact and a calm demeanor.
• Aid in the ongoing publication of Cloudflares Transparency Report.
• Spearhead datadriven metrics tracking and reporting for the entire Platform Operations Team.
• Engage with senior stakeholders to demonstrate the value and scale of Trust & Safety at Cloudflare.

Responsibilities

• 8 years experience in a Trust & Safety or related customer support role at an Internet service provider or hosting provider processing abuse reports.
• 8 years experience leading a team effectively with a strong focus on mentorship and career growth.
• Working knowledge of DNS and how the Internet works.
• Familiarity with DMCA (Digital Millennium Copyright Act) copyright and trademark issues.
• Experience working collaboratively with senior crossfunctional senior leadership.
• Experience managing sensitive content and emotionally charged escalations with tact and a calm demeanor.
• Strong analytical skills with experience telling datadriven stories.
• Excellent verbal and written communication skills.
• Strong communication and presentation skills across technical and nontechnical audiences.
• Technologically savvy curious up to date with digital trends and applications.

Bonus Points:

• You already use and understand some of Cloudflares products.
• You have experience producing a transparency report.
• You have working knowledge of financial fraud.
• You have working knowledge of the ICANN Compliance process.

Compensation

Compensation may be adjusted depending on work location.

• For New York City Washington Washington D.C. and California (excluding Bay Area) based hires: Estimated annual salary of $243000 $297000.

Equity

This role is eligible to participate in Cloudflares equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses support caregiving build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States and benefits may vary for employees based outside the U.S.

Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• Ondemand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs including parental pregnancy health medical and bereavement leave

What Makes Cloudflare Special

Were not just a highly ambitious largescale technology company. Were a highly ambitious largescale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014 weve equipped more than 2400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work technology already used by Cloudflares enterprise customersat no cost.

Athenian Project: In 2017 we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free so that their constituents have access to election information and voter registration. Since the project weve provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster more secure and privacycentric public DNS resolver. This is available publicly for everyone to use it is the first consumerfocused service Cloudflare has ever released. Heres the deal we dont store client IP addresses never ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something youd like to be a part of Wed love to hear from you!

This position may require access to information protected under U.S. export control laws including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their or any other persons perceived or actual race color religion sex gender gender identity gender expression sexual orientation national origin ancestry citizenship age physical or mental disability medical condition family care status or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include but are not limited to changing the application process providing documents in an alternate format using a sign language interpreter or using specialized equipment. If you require a reasonable accommodation to apply for a job please contact us via email at or via mail at 101 Townsend St. San Francisco CA 94107.