Direct and mentor a team of Team Leads, fostering a collaborative environment to drive a world-class user experience.
Deep-dive into complicated cases and situations to provide guidance to T&S team members.
Lead team performance to drive results in productivity, quality, and user experience.
Partner with Policy, Strategy and Operations, and Training to reinforce compliance with new launches, processes, and policies.
Maintain functional knowledge of, and act as a subject matter expert of policies, processes, and projects related to day-to-day operations.
Other ad-hoc projects as the business requires.

Requirements

Minimum of 8 years of overall experience, including 3+ years leading managers.
Deep operational experience running Trust & Safety or high-volume content/risk operations at scale, ideally across EMEA/international markets.
Proven track record of proactively driving productivity improvements through process design, playbooks, tooling, or automation.
Hands-on experience with complex investigations (e.g., fraud, IP/counterfeit, content) and making timely operational tradeoffs.
Strong analytical skills, with experience leveraging SQL and dashboards to analyze large datasets and rapidly translate insights into action.
Proven success managing and optimizing case management tools such as Zendesk.
Strong business acumen and ability to communicate the impact of key decisions, including when acting with imperfect information.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLdata analysisprocess designautomationcase managementinvestigationsrisk operationsproductivity improvementsplaybooksdashboards

Soft Skills

leadershipmentoringcollaborationanalytical skillsbusiness acumencommunicationproblem-solvingdecision-makingguidanceadaptability