Director of Operations - Trust & Safety
About the position About Care.com Care.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. Position Overview: The 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.
Responsibilities
- Responsible for leading Safety Policy Operations, Compliance, and Audit execution, and serving as a key operational partner to the Safety Committee, which sets the overall safety strategy and goals for the company. Other committee members include Legal, Safety Ops and Product
- Operationalize new and innovative safety initiatives, technologies, and solutions, and design and implement evaluation frameworks
- Drive alignment and consistent execution of the Safety Program across business lines and geographies
- Monitor and analyze key operational metrics of the safety program and implement process improvements based on findings
- Distill complex concepts into clear communication and actionable operational plans
- Maintain working knowledge of the tech/platform policy and regulatory environment and ensure operational readiness and compliance
Requirements
- BS in Business or a Legal Degree
- 5-7 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 marketplace
- Sound business judgment and strong quantitative and analytical skills
- Experience implementing and managing policies and evaluating compliance related to safety, including multi-region or global policies
- Proven track record of identifying operational risks and driving process improvements
- Ability to understand, evaluate, and differentiate a range of technical solutions to safety concerns in partnership with Product and Engineering
- Experience working closely with internal stakeholders across the organization including product management, engineering, legal, customer service, and operations
- Proficient knowledge of background checks, identity verification solutions, fraud detection solutions, etc. in the U.S. and internationally
Benefits
- health insurance coverage
- life, and disability insurance
- a generous 401K employer matching program
- paid holidays
- paid time off (PTO)