Manager, Global Operations Trust & Safety

About

is a consumer tech company with heart. Were on a mission to solve a human challenge we all face: finding great care for the ones we love. Were moms and dads and pet parents. We have parents and grandparents so we understand that everyone at some point in their lives could use a helping hand. Our culture and our products reflect that.

Here entrepreneurs self-starters team players and big thinkers unite behind a common cause. Here were applying data analytics AI and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy if you thrive on collaboration and building new things and if youre all about using your talent for good is the place for you.

Work Environment: Hybrid - In Office Monday Wednesday & Thursday

Location: 2801 North Central Expressway Dallas Texas 75204

Job Title: Manager Global Operations Trust & Safety

Position Summary: The Manager Global Operations Trust & Safety plays a critical role in safeguarding users and maintaining a trustworthy marketplace. This individual will lead a team of Trust & Safety specialists and senior analysts ensuring the efficient and effective execution of policies and procedures designed to mitigate risk detect and prevent fraud respond to safety incidents and enhance the overall user experience. This role requires a strong blend of operational excellence analytical thinking people leadership and a deep commitment to user safety.

Key Responsibilities:

• Lead mentor and develop a team of Trust & Safety with a mix of supervisors specialists and senior analysts fostering a high-performing and engaged environment. Ensure supervisors are consistently executing key responsibilities including queue monitoring case escalations scheduling team communications and timely performance reviews.
• Provide regular coaching feedback and performance management to ensure team members meet or exceed operational KPIs and quality standards.
• Oversee scheduling workload distribution and resource allocation to ensure optimal coverage for global operations.

Operational Excellence & Process Improvement:

• Manage the day-to-day operations of reactive and proactive safety initiatives including incident response content moderation and fraud detection.
• Identify analyze and implement process improvements to enhance efficiency scalability and effectiveness of Trust & Safety operations.
• Develop and maintain clear operational playbooks workflows and training materials.
• Ensure strict adherence to safety policies guidelines and regulatory requirements on a global scale.

Risk Mitigation & Incident Management:

• Conduct thorough investigations into high-priority cases performing root cause analysis and recommending corrective actions.
• Collaborate with cross-functional teams (e.g. Legal Product Engineering Customer Service Policy Training) to address emerging threats and implement proactive solutions.

Policy & Tooling Collaboration:

• Provide operational insights and feedback to the Safety Policy team influencing the development and refinement of platform policies.
• Work closely with Product and Engineering teams to advocate for operational needs advise on safety tooling requirements and assist in the development and implementation of new safety features and technologies.
• Manage day-to-day relationships with external safety tooling vendors ensuring optimal performance and integration.
• Define track and analyze key operational metrics and trends related to Trust & Safety performance.
• Develop and present regular reports to leadership on team performance incident volumes emerging risks and the effectiveness of safety measures.
• Utilize data to identify areas for improvement and inform strategic decisions.
• Build strong relationships and collaborate effectively with stakeholders across the organization including Product Engineering Legal Data Science Customer Service and senior leadership to drive shared safety objectives.
• Represent the Trust & Safety team in cross-functional projects and initiatives.

Qualifications:

• Education: Bachelors degree in a related field (e.g. Criminal Justice Sociology Psychology Business Communications Data Analytics) or equivalent practical experience.

Experience:

• 7-10 years of experience in Trust & Safety Operations Risk Management Content Moderation or a similar field preferably within a consumer-facing online platform or marketplace.
• 3-5 years of experience in a leadership or supervisory role managing a team of individual contributors.
• Proven experience in content moderation safety investigations and policy enforcement within an online environment.
• Experience with global operations and managing distributed teams is highly desirable.

Skills:

• Strong analytical and problem-solving skills with the ability to interpret data identify trends and make data-driven decisions.
• Excellent written and verbal communication skills with the ability to articulate complex concepts clearly and handle sensitive topics with empathy and professionalism.
• Proficiency in spreadsheet software (e.g. Google Sheets Excel) including complex formulas (e.g. VLOOKUP INDEX/MATCH ARRAYFORMULA) pivot tables and data validation for efficient data extraction consolidation and reporting.
• Leverage AI-ML and generative AI tools and platforms to enhance productivity streamline workflows and drive efficiencies in daily tasks decision-making processes and cross-functional collaboration.
• Using technologies to improve efficiencies
• Demonstrated ability to lead motivate and develop a team.
• A proactive and organized approach to identifying issues developing solutions and implementing change.
• Familiarity with various content moderation tools and techniques.
• Experience with Salesforce or similar CRM/case management systems.
• Ability to remain calm and effective in high-pressure situations and comfortable handling potentially sensitive or disturbing content.
• Basic understanding of identify verification processes background check processes and global regulatory environments is a plus.
• Proficiency in Google Workspace (Docs Sheets Slides) and other relevant collaboration tools.

For a list of our Perks Benefits click here!

Company Overview:

Available in 21 countries is one of the largest providers of online services for finding family care and care jobs spanning in-home and in-center care solutions. Since 2007 families have relied on for an array of care for children seniors pets and the home. Designed to meet the evolving needs of todays families and caregivers the Company also offers customized corporate benefits packages to support working families household tax and payroll services and innovations for caregivers to find and book jobs. is an IAC company (NASDAQ: IAC).

Salary Range: $75000 to $85000.

The base salary range above represents the anticipated low and high end of the national salary range for this position.Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location experience and performance. The range listed is just one component of total compensation package for employees. Other rewards may include annual bonuses and short- and long-term addition provides a variety of benefits to employees including health insurance coverage life and disability insurance a generous 401K employer matching program paid holidays and paid time off (PTO).

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