Safety Response Operations Lead
Leads a regional Safety Response team while personally handling complex, high-risk user safety cases and escalations. The role requires extensive Trust & Safety or risk operations experience, people leadership, strong judgment, and readiness to support a 24/7 global operation.
About the job
Responsibilities
- Lead and coach a regional team of Safety Response Analysts, ensuring high performance, engagement, and consistent decision quality.
- Own regional operational outcomes, including utilization, SLA adherence, backlog health, and quality benchmarks.
- Handle and oversee complex, high-risk cases as the first line of escalation and incident lead for the region.
- Contribute directly to frontline work, including investigations, enforcement decisions, and regulatory or legal escalations.
- Partner with Product, Policy, Legal, Investigations, and local market teams to execute safety outcomes and manage risk.
- Drive operational excellence and continuous improvement across workflows, tools, automation, and escalation paths.
- Identify emerging risks and trends, translating frontline insights into recommendations for policy, product, or enforcement.
- Support rotating shifts, including nights, weekends, and holidays, as part of a leadership on-call model.
Requirements
- 5+ years of experience in Trust & Safety, Risk Operations, Investigations, Fraud, Annotation, or platform integrity.
- 4+ years of people leadership or senior-level operational ownership.
- Strong decision-making skills in ambiguous, high-risk environments.
- Ability to communicate complex safety and risk decisions clearly to Legal, Policy, Product, and leadership stakeholders.
- Ability to translate between frontline operations and strategic stakeholders.
- Experience influencing without authority and building cross-functional alignment.
- Familiarity with content moderation, user safety, fraud, or developer risk frameworks, including relevant legal, policy, and technical considerations.
- Ability to use data, tooling, and automation to improve quality, efficiency, and scale.
- Comfort leading in a 24/7, high-pressure operational environment.
Skills
Trust & Safety, Risk Operations, Investigations, Fraud Detection, Content Moderation, User Safety, Incident Management, Enforcement Decisions, Regulatory Compliance, Sla Management, Data Analysis, Automation, Operational Excellence, Escalation Management, Cross-Functional Collaboration
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