Director, Trust, Safety & Support Operations
Director, Trust, Safety & Support Operations
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
WHAT MAKES US EPIC
At the core of Epics success are talented passionate people. Epic prides itself on creating a collaborative welcoming and creative environment. Whether its building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences were always innovating.
Being Epic means being a part of a team that continually strives to do right by our community and users. Were constantly innovating to raise the bar of engine and game development.
TRUST AND SAFETY
What We Do
The Epic Trust Safety and Support (TSS) team is responsible for the companys content and conduct policies and moderation safety features and player support. The team builds and supports policies and processes to maintain a safe and inclusive environment for all players developers and creators in the Epic ecosystem. We are constantly evolving our tools and our approach to moderation to go beyond the industry standard and ensure our players have positive interactions with our games and our products.
What Youll Do
We are seeking an experienced Director of Operations to lead the global Trust & Safety and Player Support operations team. This role will oversee operations for player support moderation incident management and enforcement at scale across Epics products. You will manage a global team drive operational excellence and ensure our platforms remain safe inclusive and equitable for millions of players.
In this role you will
- Set the operational strategy for the Trust and Safety and Player Support functions.
- Oversee vendor management and implement scalable operational frameworks to ensure consistent and effective support moderation and incident management.
- Manage the team that leads agent and moderator training and operates the knowledge base that powers the self-service portal for players agent-facing articles and moderator guidance.
- Establish a quality program that drives accuracy consistency and performance across moderation and player support.
- Establish analytic rigor across operations that enables the team to identify risks and establish performance metrics for strategic initiatives and the team as a whole.
- Handle high-priority escalations making sound decisions under pressure while maintaining clear communication with stakeholders.
- Collaborate with cross-functional teams (policy legal product engineering and public policy) to align operations with company goals and industry standards.
- Drive continuous improvement in processes tools and team performance to optimize operational efficiency and effectiveness.
- Stay informed on emerging trends risks and best practices in trust and safety and player support particularly in gaming to proactively address challenges.
- Foster a collaborative inclusive and supportive team culture that values open communication and diverse perspectives.
What were looking for
- 10 years of operational experience in Trust and Safety and/or Player Support with a proven track record of managing global teams and incident management at scale.
- Experience leading operations for platforms with content and 100M users; gaming industry experience is a strong plus.
- Exceptional leadership and people management skills with experience building and scaling high-performing diverse teams.
- Strong decision-making and problem-solving abilities particularly in high-pressure high-visibility situations.
- Expertise in developing and implementing operational processes and tools to support large-scale moderation and enforcement.
- Ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels.
- Proactive results-driven mindset with a focus on continuous improvement and operational excellence.
- Comfortable working in a fast-paced dynamic environment while managing multiple priorities.
- Availability to handle high-priority escalations outside normal business hours.
- A team player who fosters a positive inclusive culture and champions knowledge-sharing.
EPIC JOB EPIC BENEFITS EPIC LIFE
Our intent is to cover all things that are medically necessary and improve the quality of life. We pay 100% of the premiums for both you and your dependents. Our coverage includes Medical Dental a Vision HRA Long Term Disability Life Insurance & a 401k with competitive match. We also offer a robust mental well-being program through Modern Health which provides free therapy and coaching for employees & dependents. Throughout the year we celebrate our employees with events and company-wide paid breaks. We offer unlimited PTO and sick time and recognize individuals for 7 years of employment with a paid sabbatical.
ABOUT US
Epic Games spans across 25 countries with 46 studios and 4500 employees globally. For over 25 years weve been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epics award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity interactive experiences for PC console mobile and VR it is also a tool being embraced by content creators across a variety of industries such as media and entertainment automotive and architectural design. As we continue to build our Engine technology and develop remarkable games we strive to build teams of world-class talent.
Like what you hear Come be a part of something Epic!
Epic Games deeply values diverse teams and an inclusive work culture and we are proud to be an Equal Opportunity employer. Learn more about our Equal Employment Opportunity (EEO) Policy here.
Note to Recruitment Agencies: Epic does not accept any unsolicited resumes or approaches from any unauthorized third party (including recruitment or placement agencies) (i.e. a third party with whom we do not have a negotiated and validly executed agreement). We will not pay any fees to any unauthorized third party. Further details on these matters can be found here.
Required Experience:
Director
Employment Type
Full Time
