Safety Specialist II

What you’ll do

• Own and evolve Spam enforcement guidelines based on policy intent, operational signals and escalation learnings, identifying gray areas and recommending updates to Policy and Product.
• Own BPO performance for Spam workflows, monitoring KPIs (SLAs, QA, volume, AHT) and leading recovery plans with Quality, Training and Vendor Management when metrics are off track.
• Design and maintain Spam enforcement workflows and feedback loops, defining success metrics, reviewing trends and driving guideline, process and tooling changes.
• Act as the primary Spam enforcement point of contact for cross functional partners, providing clear guidance and recommendations.
• Lead complex Spam escalations end to end, coordinating investigations and responses to protect platform health and mitigate immediate harm.
• Partner with Product and Data on Spam signals and ML models, providing SME input and golden data sets and translating enforcement gaps into clear requirements and evaluation criteria.
• Partner with Sales to define and improve Spam related onboarding and offboarding processes that balance safety and revenue needs.
• Partner with Data, Product and Shared Services to identify high value AI and agent use cases, provide SME input and champion adoption to reduce manual review load without sacrificing precision.
• Write and maintain clear enforcement documentation (guidelines, runbooks, comms, FAQs, status updates) that enables consistent enforcement and stakeholder communication.

What we’re looking for

• Bachelor’s degree in a relevant field or equivalent experience.
• 5+ years in tech working in enforcement and/or Spam, with end to end ownership of complex operational workflows.
• Proven experience leading operational or support programs: setting goals, monitoring KPIs and driving recovery plans.
• Significant experience with outsourcing / scaled support, including setting expectations, calibrating quality and holding vendors accountable.
• Strong customer focus and curiosity; you put Pinners and partners first, dig into root causes and ship solutions that improve safety and trust.
• Strong critical thinking and judgment in ambiguous situations, using data and policy intent to make sound decisions.
• Demonstrated ability to manage multiple projects and stakeholders in a fast changing environment.
• Excellent written and verbal communicator who can present findings, influence cross functional partners and drive alignment.
• Experience partnering with Data / Product to use AI or automation for workflow improvements (for example, SME input into agents, signals or tools used in enforcement).