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Trust & Safety Operations Manager

Los Angeles, CA

About the job
The Trust & Safety Operations Manager will manage day-to-day operations of our moderation and creator support efforts for our user-generated content platform. You must be detail-oriented, visual, and self-motivated.


  • Manage external moderation vendors (budgeting, planning, hiring, resource allocation, invoicing, quality assurance)
  • Act as an escalation point for safety investigation reports and appeals of potential violations of our policies
  • Conduct objective, fair, thorough, evidence based, unbiased, and timely investigations into reported content
  • Prepare weekly and monthly reports of our moderation efforts - must be proficient with Excel formulas and SQL
  • Formulate new content guidelines and safety procedures in collaboration with CANVAS and Brand Safety teams
  • Work with internal and external stakeholders in developing and refining policies to improve creator and reader experience
  • Keep up-to-date on current events and assist with policy research and analysis


  • Education: B.A./B.S. in Communications, Media Studies, Journalism, Economics, Business, or related fields
  • 3-5 years experience in trust and safety or related fields (must have experience in UGC moderation and managing external moderation partners)
  • Experience working with moderation vendors, contractors, and BPOs
  • Strong proficiency with technology: Experience using Zendesk or other helpdesk software, SharePoint, MS Office, etc
  • Proficiency in Excel and/or SQL, and experience preparing reports
  • Ability to understand and analyze complex cases
  • Culturally aware of trends and pop culture in United States
  • Self-starter and ahead of the game
  • Technically savvy and able to quickly learn new systems
  • Interested in content policy, compliance, and/or internet governance
  • Must have experience working with multicultural company
  • Multilingual in Spanish, French, or German highly preferred

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