Director, Trust, Safety & Policy Compliance

Direct a comprehensive 24/7/365 operational layer (including direct and indirect reports), serving as the ultimate authority for best-in-class trust & safety operations, team scheduling, workload allocation, high-stakes escalations, and live incident escalations.

Cultivate a highly collaborative, transparent, and accountable team environment by establishing clear performance ownership, encouraging cross-functional psychological safety, and driving a shared commitment to platform integrity.

Proactively identify the professional developmental needs of the team, building clear pathways for promotion and engineering sustainable, scalable solutions to support frontline staff.

Act as the ultimate on-call point of contact to provide decisive escalation support to the management tier. This role will be contacted on nights and weekends.

Design, scale, and advocate for workforce wellness and psychological resilience frameworks to protect the frontline reviewers and operators handling sensitive or high-harm content.

Ensure absolute platform adherence to all trust and safety policies, global compliance, evolving regulations, legal requirements, company policies, union policies, and youth safety guidelines.

Design, write, revise, and execute robust standard operating procedures (SOPs), playbooks, and ongoing training modules (monthly, quarterly, and annual) to continuously elevate operational quality.

Dynamically devise and implement agile solutions as emerging platform vulnerabilities are identified.

Ensure operational workflows support audit readiness and the generation of structured data for mandatory regulatory disclosures.

Deploy and govern a world-class Quality Assurance (QA) framework tailored to a high-velocity digital moderation ecosystem.

Establish rigorous auditing workflows, decision-accuracy benchmarks, and systematic calibration protocols across both human review teams and automated filters to eliminate policy drift.

Partner with the Director of Positive Youth Development & Engagement to advance community-centric safety policies and convert QA insights into actionable feedback loops.

Partner with the Director of Positive Youth Development & Engagement to write and enhance platform policies swiftly and as needed.

Act as the primary point person bridging Crisis Intervention, TrevorSpace Moderation, Policy, Legal, Communications, Marketing, and Technology teams to ensure unified platform governance.

Work hand-in-hand with the Legal team to navigate compliance and rapidly pivot operations when new regulatory needs arise.

Work closely with the Communications team during platform crises to ensure clear communication with relevant stakeholders

Evaluate operations through a technical lens, identifying opportunities to infuse automation, scale workflows, and sustainably reduce community exposure to harm (as well as staff exposure to vicarious trauma).

Partner closely with the team's Business Analyst to optimize the user experience, maximize platform efficiency, and integrate modern moderation tools.

Partner with the internal team and external product partners to design and implement automated tooling, machine learning models, and content-filtering technologies to optimize efficient and effective policy implementation and quality assurance.

Oversee the full vendor contract lifecycle and safety tooling ecosystem, ensuring no critical operational dependencies break.

Work closely with IT to manage contract renewals, negotiation, and alignment.

Translate high-level organizational vision into flawless operational execution.

Own the creation of high-stakes presentations, briefs, and data deliverables with exceptionally fast turnaround times, confidently presenting metrics to internal leadership, cross-functional partners, and external donors.

Maintain an unyielding standard of organizational discipline where all internal requests are triaged effectively and due dates are never missed.

Partner with the Business Analyst to help drive new platform enhancements, which will include the writing of business cases, strategy development, platform feature enhancements, and overall user experience.

Ensure community members are responded to in a timely manner for requests, appeals, etc.

Partner with the legal team and the Director, Positive Youth Development & Engagement to ensure your team is prepared and compliant in the ways they are allowed to communicate with users.

Demonstrate fair, ethical, and equitable business practices

Handle sensitive and confidential matters/ data with the utmost discretion and integrity 

Learn eagerly, share knowledge appropriately, and improve continuously

Travel to team retreats, conferences, etc.

Demonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelines

Work, communicate, and collaborate effectively with others

Demonstrate attention to detail and accuracy in all work

Demonstrate a commitment to fostering and maintaining an environment of belonging 

Other relevant duties and responsibilities as assigned