Sr. Manager, Trust & Safety Operations

Dallas, TexasFull-TimeManagerOperations

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Lead the creation and implementation of a CEO-sponsored, portfolio-wide Social Support function focused on customer service and safety.
Define the strategic vision, user experience, operational workflows, tooling requirements, and success metrics to measure and demonstrate ROI.
Partner with T&S Policy and Governance teams to oversee vendor operations, policies, processes, and quality, driving continuous improvement across internal and vendor workflows.
Collaborate with Workforce and Vendor Management teams to forecast short- and long-term resource needs, ensuring scalability and operational efficiency.
Advocate for strategic product improvements and resource reallocations to optimize workflows and reduce operational costs.
Work closely with brand moderation, Product, Security, and IT teams to analyze and enhance cross-portfolio workflows and user experiences.
Translate operational challenges and process insights into clear, prioritized policy, product, and technical requirements.
Develop and champion an AI moderation strategy that aligns with business needs and the organization’s overarching AI mission, vision, and guardrails.

3+ years of experience managing customer service or trust & safety teams.
Proven success building, managing, and optimizing a Zendesk instance.
Knowledge of legal and compliance requirements related to content moderation, data privacy, and user safety.
Strong track record of designing and improving cross-functional processes across internal and external teams.
Bonus: Experience managing social support functions or using social media CRM tools.
Excellent problem-solving, analytical, and presentation skills, with the ability to multitask and prioritize effectively.
Skilled at distilling complex issues into clear frameworks and actionable plans.
Strong business acumen and ability to communicate the operational and business impact of key decisions.
A collaborative team player with deep empathy for users and a growth mindset.