Director, Operations Trust & Safety

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Director, Operations Trust & SafetyFull-time Compensation: USD 140000 - USD 170000 - yearlyCompany DescriptionCare.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great care for the ones we love. We’re moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that.Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. Here, we’re applying data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you’re all about using your talent for good, Care.com is the place for you.Job DescriptionThe Director of Operations - Trust & Safety will be responsible for driving the operational execution of the Care.com Safety Program across business lines and geographies. This leader will partner cross-functionally to ensure safety policies, compliance standards, and audit processes are effectively implemented and scaled to support the safety of the Care.com platform and its members.Responsibilities will include operationalizing safety strategy and policy, overseeing compliance and audit processes to ensure adherence to Safety policies and procedures, evaluating technical and non-technical solutions intended to address and prevent various safety concerns, analyzing data to inform operational improvements to the Safety Program, and leading cross-functional initiatives related to safety operations.The ideal candidate will have experience supporting safety programs for on-demand and other online marketplace services that connect individuals in the physical space, as well as experience implementing and managing safety operations at scale within a global or multi-regional business.What You’ll Do:Responsible for leading Safety Policy Operations, Compliance, and Audit execution across all of Care.com’s safety initiatives.Operationalize new and innovative safety initiatives, technologies, and solutions, and design and implement evaluation frameworksDrive alignment and consistent execution of the Safety Program across Care.com’s business units and geographiesMonitor and analyze key operational metrics of the safety program and implement process improvements based on findingsDistill complex concepts into clear communication and actionable operational plansMaintain working knowledge of the tech/platform policy and regulatory environment and ensure operational readiness and complianceExperience managing and scaling a global BPO partner ecosystem, including vendor selection, onboarding, performance management, and quality calibration to ensure consistent policy enforcement and operational excellence across outsourced safety functionsQualifications5-7 years of experience in a Trust & Safety, risk, compliance, or safety-focused role, ideally for a consumer-facing business and preferably a tech-enabled, online marketplaceSound business judgment and strong quantitative and analytical skillsExperience implementing and managing policies and evaluating compliance related to safety, including multi-region or global policiesProven track record of identifying operational risks and driving process improvementsAbility to understand, evaluate, and differentiate a range of technical solutions to safety concerns in partnership with Product and EngineeringExperience working closely with internal stakeholders across the organization including product management, engineering, legal, customer service, and operationsProficient knowledge of background checks, identity verification solutions, fraud detection solutions, etc. in the U.S. and internationallyAdditional InformationAvailable in more than 21 countries, Care.com is the...