Operations Director, Trust & Safety

WHAT MAKES US EPIC?
At the core of Epic’s success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it’s building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we’re always innovating.

Being Epic means being a part of a team that continually strives to do right by our community and users. We’re constantly innovating to raise the bar of engine and game development.

TRUST AND SAFETY
What We Do
The Epic Trust and Safety team provides a safer experience for Epic users. We work across multiple products and services to improve technology and craft transparent policies so our players and users can have positive experiences on our platforms.

What You'll Do
We’re looking for a strategic and operational leader to drive the effectiveness and resilience of our Trust & Safety operations. As Director of Trust & Safety Strategy and Operations, you’ll lead a high-impact team responsible for content moderation escalations, quality assurance, user support workflows, and global operations. You will play a critical role in developing scalable systems, building cross-functional partnerships, and ensuring our platform remains safe, trustworthy, and aligned with our values. This role demands a strategic thinker with deep operational expertise and a passion for building safer online communities. You’ll manage and mentor senior individual contributors across multiple functional pillars, serve as a thought partner to executive leadership, partner with product and policy, and ensure our moderation efforts are proactive, adaptive, and best-in-class.

In this role, you will
Oversee day-to-day execution and long-term planning for Trust & Safety operations, including content moderation, escalations, quality programs, support workflows, and vendor operations
Set and execute against a multi-quarter roadmap to evolve and scale Trust & Safety operations in alignment with broader company objectives
Manage and grow a team of ICs across operations, quality, support and escalation functions; foster a high-performing and inclusive team culture
Identify inefficiencies, define KPIs, and drive continuous improvement in workflows, tools, and support channels to ensure timely, accurate moderation
Develop and evolve QA frameworks and calibration programs that improve accuracy, reduce harm, and ensure alignment with evolving policies and platform risk
Partner closely with Policy, Legal, Product, Engineering, and Player Support teams to improve tooling, policy implementation, and decision accuracy
Own the high-severity escalation program, including cross-functional incident response for sensitive content, legal/regulatory requests, and executive-level inquirie
What we're looking for
Partner with Legal and Compliance to define, build, and maintain moderation practices that meet regulatory requirements across a broad range of compliance spaces
Anticipate emerging content risks and lead efforts to design proactive detection, mitigation, and response strategies
Identify moderation tooling gaps and improvements, and define requirements for tooling development
EPIC JOB + EPIC BENEFITS = EPIC LIFE
Our intent is to cover all things that are medically necessary and improve the quality of life. We pay 100% of the premiums for both you and your dependents. Our coverage includes Medical, Dental, a Vision HRA, Long Term Disability, Life Insurance & a 401k with competitive match. We also offer a robust mental well-being program through Modern Health, which provides free therapy and coaching for employees & dependents. Throughout the year we celebrate our employees with events and company-wide paid breaks. We offer unlimited PTO and sick time and recognize individuals for 7 years of employment with a paid sabbatical.

ABOUT US
Epic Games spans across 25 countries with 46 studios and 4,500+ employees globally. For over 25 years, we've been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epic's award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design. As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.

Like what you hear? Come be a part of something Epic!
Epic Games deeply values diverse teams and an inclusive work culture, and we are proud to be an Equal Opportunity employer. Learn more about our Equal Employment Opportunity (EEO) Policy here.

Note to Recruitment Agencies: Epic does not accept any unsolicited resumes or approaches from any unauthorized third party (including recruitment or placement agencies) (i.e., a third party with whom we do not have a negotiated and validly executed agreement). We will not pay any fees to any unauthorized third party. Further details on these matters can be found here.