Senior CRM Administrator
Branch
Senior Manager, Global Operations – Trust & Safety
Care.com
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $90,000 - $105,000 per year
Job Level
Senior
About the role
- Lead, mentor, and develop a global Trust & Safety team, including supervisors, senior analysts, and specialists
- Manage day-to-day operations of safety initiatives such as incident response, fraud prevention, background check monitoring, and content moderation
- Drive continuous improvement and reengineering of processes to increase efficiency, scalability, and effectiveness
- Ensure strict adherence to global safety policies, guidelines, and regulatory requirements
- Oversee investigations into high-risk or sensitive cases, perform root cause analysis, and recommend corrective actions
- Act as the operational voice of Trust & Safety in cross-functional projects with Product, Engineering, Legal, and Customer Service
- Translate user feedback and case data into actionable insights that influence product, policy, and operational strategy
- Define, track, and analyze key Trust & Safety metrics (incident rates, fraud trends, SLA performance, user satisfaction)
- Contribute to resource planning and budget management for Trust & Safety operations
- Represent Trust & Safety in cross-functional initiatives and communicate updates, risks, and progress to senior leadership
- Partner with Product and Engineering to evaluate, test, and scale AI/ML-driven tools for proactive detection, moderation, and fraud prevention, ensuring human oversight and ethical use
Requirements
- 8–12+ years of experience in Trust & Safety, Operations, Risk Management, or related fields (ideally within an online marketplace or consumer-facing platform)
- 4–6+ years of people management experience, including multi-level team leadership (supervisors + ICs)
- Proven track record in incident response, fraud detection, content moderation, and policy enforcement at scale
- Experience leading global operations and managing distributed teams
- Strong analytical and problem-solving abilities; expertise in interpreting data and driving data-informed decisions
- Excellent communication and stakeholder management skills; able to handle sensitive topics with professionalism and empathy
- Proficiency in Google Sheets/Excel (advanced formulas, pivot tables)
- Experience with CRM/case management systems (e.g., Salesforce)
- Familiarity with background check processes, identity verification, and regulatory requirements across regions
- Ability to stay calm, decisive, and solutions-oriented in high-pressure situations
- Proven ability to balance safety goals with user privacy, ethical data practices, and transparency
- Experience with AI/ML-driven safety tools, fraud prevention systems, or trust tech platforms is a plus
- Bachelor’s degree required; advanced degree (MBA or similar) preferred but not required
- All candidates must be legally authorized to work in the United States and must permanently reside within the United States for the duration of their employment
- Care.com is unable to hire candidates who reside in the following states: Alaska, Arkansas, California, Delaware, Hawaii, Iowa, Idaho, Maine, Minnesota, Mississippi, Montana, North Dakota, Nevada, Oregon, Rhode Island, South Dakota, Washington, West Virginia, Wyoming, Vermont
- For applicants residing within 60 minutes of our offices in Dallas & Austin Texas this role will be Hybrid (in office Monday, Wednesday & Thursday)
