CloudflareAssociate Director, Trust & Safety - Platform Operations
Lead Cloudflare’s Trust and Safety Platform Operations team, managing a global team of investigators, developing strategies for abuse complaints, and ensuring operational efficiency.
People need to Trust Cloudflare. Our team is responsible for trust in everything that Cloudflare does. Trust & Safety responds to claims of abuse and legal requests for private customer data for a vast and diverse customer base while maintaining Cloudflare’s core principles of transparency, consistency, and due process. We navigate the complex web of country-specific law enforcement demands and content-related regulations on a global scale.
We are looking for a global leader of Cloudflare’s Trust and Safety Platform Operations team. In this role, you will manage a team of Trust & Safety investigators who triage sensitive and nuanced allegations of abuse. This role reports to the VP, Global Head of Trust & Safety.
What you'll do
- Help build and lead a world-class globally-distributed team.
- Develop and implement strategies to handle abuse complaints regarding DMCA, phishing, fraud, CSAM, ICANN domain compliance and other escalated issues
- Design and scale processes for efficient and accurate handling of abuse reports made to Cloudflare.
- Provide leadership, guidance and career development to a team of Platform Operations investigators.
- Be responsible for managing operations seamlessly and ensuring that Service Level Objectives (SLOs) are met.
- Educate and influence product teams to build and improve tools to drive improvements and increase efficiencies.
- Partner with the Policy, Legal, and the Product teams to ensure our policies and guidelines can be enforced in a scalable fashion.
- Drive operational efficiencies and automation of existing processes.
- Deal with sensitive content and emotionally charged escalations with tact and a calm demeanor.
- Aid in the ongoing publication of Cloudflare’s Transparency Report.
- Spearhead data-driven metrics tracking and reporting for the entire Platform Operations Team.
- Engage with senior stakeholders to demonstrate the value and scale of Trust & Safety at Cloudflare.
Responsibilities
- 8+ years experience in a Trust & Safety or related customer support role at an Internet service provider or hosting provider processing abuse reports.
- 8+ years experience leading a team effectively with a strong focus on mentorship and career growth.
- Working knowledge of DNS and how the Internet works.
- Familiarity with DMCA (Digital Millennium Copyright Act), copyright, and trademark issues.
- Experience working collaboratively with senior cross-functional senior leadership.
- Experience managing sensitive content and emotionally charged escalations with tact and a calm demeanor.
- Strong analytical skills with experience telling data-driven stories.
- Excellent verbal and written communication skills.
- Strong communication and presentation skills across technical and non-technical audiences.
- Technologically savvy, curious, up to date with digital trends and applications.
Bonus Points:
- You already use and understand some of Cloudflare’s products.
- You have experience producing a transparency report.
- You have working knowledge of financial fraud.
- You have working knowledge of the ICANN Compliance process.
Compensation
Compensation may be adjusted depending on work location.
- For New York City, Washington, Washington D.C. and California (excluding Bay Area) based hires: Estimated annual salary of $243,000 - $297,000.