Senior Director of Trust & Safety Operations

United States·Los AngelesFull-timesenior

OtherDirectorSafety

3 views0 saves0 applied

Apply Now

Quick Summary

Overview

Match Group Shared Care and Moderation Services provides operational support for brands such as Tinder, Match.com, Meetic, OkCupid, Plenty of Fish, BLK, and many more.

Technical Tools

customer-supportproject-management

Match Group Shared Care and Moderation Services provides operational support for brands such as Tinder, Match.com, Meetic, OkCupid, Plenty of Fish, BLK, and many more. The department includes moderation and customer service operations, strategic support through teams like policy, knowledge management, customer experience, analytics, and delivers on key Trust and Safety and Customer Care KPIs. This department moves fast to build sustainable solutions that can support the growing business.

We’re seeking an experienced Senior Director of Trust & Safety Operations to lead both the strategic vision and day-to-day execution of our operations teams. The right candidate translates company objectives into measurable outcomes, develops high-performing teams, and carries a strong point of view on what excellence looks like. This role requires deep experience leading complex operations, driving cross-functional initiatives, building sustainable structures, setting and achieving a high quality bar.

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.

Build for Velocity: Design the systems and frameworks that allow our moderation and support teams to scale rapidly while maintaining uncompromising quality standards.

Bridge Ops and Engineering: Partner cross-functionally with Product and Engineering to translate operational insights into technical requirements and open opportunities, driving solutions for user problems.

Data-Driven Insights: Apply rigorous analytical frameworks to operational data to surface trends, identify performance drift, and inform global safety initiatives.

Master the Ecosystem: Oversee the end-to-end BPO strategy, including vendor selection, onboarding, and the management of multi-million dollar global partnerships.

Accountability & Quality: Establish robust frameworks and KPI accountability models to ensure internal and external operations teams meet or exceed performance benchmarks.

Intervention & Risk Mitigation: Proactively identify process breakdowns or control gaps, equipping managers with the frameworks needed to diagnose and fix performance issues in real-time.

Cultivate Leadership: Lead and mentor a multi-layered organization, building a deep leadership bench through active coaching, hiring, and career development.

Foster Ownership: Build a culture of innovation, accountability, and high performance, ensuring the team remains resilient and mission-driven in a high-pressure environment.

Ensure Collaboration: Develop the team as a strong collaborative unit, working side by side internally and cross-functionally to deliver great solutions.

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.