Senior Director of Trust & Safety Operations

Own the Global Roadmap: Lead the long-term plan for the operations teams, ensuring departmental goals directly accelerate company-wide growth, and safety and support objectives. Architect the Operating Model: Establish the organizational structure, touchpoints, planning processes, and accountability structures that enable a high-performance, distributed operations team to execute at scale. Drive Operational Efficiency: Lead the charge on "cost-to-serve" optimization, balancing world-class user service with fiscal responsibility and lean process design. Executive Advisory: Act as a subject matter expert for senior leadership and key partners, providing clarity on operational trade-offs, risk levels, and the resource requirements needed to meet safety and support commitments. 10+ years of experience in Operations, Strategy, Trust & Safety, or Scaled Customer Support, with at least 5 years leading people managers in a global environment. Scale & Growth Mastery: A proven track record of leading organizations through rapid scaling, business transitions, and high-growth cycles while maintaining high morale and operational rigor. Organizational Architect: Experience building and developing high-performing, distributed teams; you are a "leader of leaders" with a knack for identifying and coaching top-tier talent. Global Operating Models: Extensive experience managing large-scale BPO relationships and external vendor partners within a complex, multi-threaded global ecosystem. Process Rigor: Demonstrated ability to manage shifting priorities and high-pressure incidents without sacrificing structure, focus, or quality standards. Efficiency at Scale: A "builder" mindset with a deep understanding of modern support technology, including the implementation of AI/ML tools and automated workflows to drive efficiency. Data-Driven Decision Making: Strong analytical judgment with the ability to synthesize high-volume metrics and qualitative insights into clear, executive-level recommendations. Strategic Vision: Ability to define a multi-year operational roadmap that aligns with broader company objectives and long-term risk mitigation. Product & Engineering Partnership: Proven experience influencing core product roadmaps by translating operational data and user friction points into technical requirements. Complex Project Management: A history of leading large-scale, cross-functional initiatives end-to-end, navigating the needs of Legal, Policy, Product, and PR stakeholders. Exceptional Communication: Ability to serve as a bridge between technical and non-technical teams, distilling complex operational challenges into actionable strategies for senior leadership. Mission-Driven Mindset: High emotional intelligence and resilience, with a commitment to the "Safety" mission and the well-being of the teams executing it. Build for Velocity: Design the systems and frameworks that allow our moderation and support teams to scale rapidly while maintaining uncompromising quality standards. Ensure Collaboration: Develop the team as a strong collaborative unit, working side by side internally and cross-functionally to deliver great solutions.