Work directly with customers to resolve complex trust and safety, usage policy, and compliance issues, working with account teams as needed
Partner with Product, Engineering, Legal, Operations, and Vendor teams to develop, implement, and scale new processes, tooling, and automation strategies
Build, launch, and scale operational processes for human-in-the-loop labeling, user reporting and content moderation, customer appeals, escalations, and more
Perform risk evaluations and investigations by reviewing documentation, internal data, and 3rd party data in order to identify new abuse trends
Analyze data to identify user trends and build feedback loops to drive improvements with product, engineering, policy, and other ops teams
Serve as an incident manager for high complexity cases, acting as a nexus between our product, compliance, legal, ops, and customer-facing teams
Equip other teams with best-in-class training, playbooks, and workflows—and bring about a deep technical understanding of our trust and safety systems and users’ needs
Develop a deep understanding of our usage policies and content integrity issues and how they affect users across all our products and educate our clients on our policies
bring judgment and policy expertise to bear

5+ years of experience and a demonstrated passion for trust and safety, detection / investigation of malicious behavior, compliance operations, or other similar teams
Excellent problem-solving skills and the ability to comprehend and communicate complex technical issues
Strong project and program management skills with the ability to prioritize tasks, manage multiple projects simultaneously, and have a bias for action
Proven experience in scaling operations and building strong relationships cross-functionally to drive performance improvements
A humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed
Operate with high horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership, and ruthlessly prioritize.

User Safety & Risk Operations Analyst, Global Response

Key skills