Global Operations Director, Safety and Support

Location: Remote with preference for Bay Area

Reports to: VP, Head of Trust & Safety

About The Role

We’re seeking a seasoned Director of Global Operations, Safety and Support to lead the global strategy and day-to-day execution of our platform’s integrity, driving operational excellence while owning the management of a massive, multi-regional workforce that serves as the frontline for millions of users. While this role oversees the broader user experience, its primary mission is to serve as the global lead for platform integrity, scaled abuse prevention, and safety enforcement.

You’ll manage a team of internal moderators, training and QA specialists, and large scale external BPO partners. This is a high impact leadership role that sits at the intersection of policy enforcement, incident response, and user support. You’ll be responsible for ensuring our community of women remains safe, and has the freedom to share openly about their dating experiences.

Key Responsibilities

Lead a multi-layered organization, taking full ownership of everything from user safety, policy enforcement, and traditional customer support functions
Act as the ultimate escalation point for safety incidents, providing the executive team with root cause analysis and clear paths forward
Partner with technical teams to build the next generation of our anti-abuse tools, while ensuring our support tech stack is actually helping agents solve problems faster
Move our support organization beyond just “answering tickets”, putting in place programs that turn frontline feedback into actionable insights for the rest of the company
Manage a full lifecycle of BPO relationships; everything from initial RFP and onboarding to daily performance management and long term scaling fall in scope for your role
Navigate fast acting legislation and regulation, ensuring enforcement and data handling are always above board
Systematize our operations by drafting clear playbooks, updating moderation and support macros, and building a more resilient framework for enforcement
Keep a pulse on emerging risks in the industry, from new types of cybercrime to evolving trends in platform abuse

Who You Are

You aren’t looking for a steady state, you’re looking for a challenge. You’ve spent the last 5 years in the trenches of Trust & Safety or Platform Abuse operations with 5+ years managing people. You have a track record of building teams and systems in high growth, high pressure environments where things change every week.

We need a true builder. We need someone who can look at a blank page and see a global operations strategy. You should have a deep understanding of how abuse happens at scale, and the operational grit to lead a world class safety and support organization. If you’ve scaled BPO relationships from zero, worked cross functionally to ship safety tools, and have a passion for women’s safety, we want you to help us build this.


Seniority level
Not Applicable
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Mobile Computing Software Products