Trust and Safety Program Manager

TikTok

As a Trust & Safety Program Manager on our Safety team you are the glue that ensures our policies, programs, and systems work together across our many apps to protect consumers and prevent abuse. You work to push projects and operational changes forwards, to implement policy changes, and start new processes and teams. You coordinate between product managers, operations teams, and policy specialists to actually get things done. A master of interpersonal communication and task management, you travel frequently between our global offices, especially the Bay Area and LA.

Responsibilities

Ideate and manage projects and initiatives related to content strategy and policy
Manage tiger teams to solve specific issues and drive projects forwards including team formation, goal-setting, and execution
Analyze content operations teams and processes – identifying and remediating inconsistencies, tweaking the internal organizational structure when necessary
Short term vendor management on a project-based scaleWork cross-functionally with operations, product management, and engineering teams

Requirements

3+ years experience in trust & safety, operations, or a product role
Bachelor’s (BA/BS) degree or equivalent
Proven track record of pushing ambitious product, organizational, or process changes
Cross-functional management skills, high EQ, and a passion to unite people behind a common goal
Strong communication skills across technical and non-technical audiences
Creative mindset with the ability to solve tough problems and handle pressure to meet deadlines
Ability to travel frequently between LA, Bay Area, and Beijing / Shanghai to manage stakeholders and projects

Even Better If

Experience working with international partners across different time zones and cultures
Understanding of the landscape and new policy developments in new media, tech, and the entertainment industry
Technical skills including data-analysis (SQL, Excel, Google Spreadsheets) and writing PRDs / process flows

Analyst, Content Compliance Process and Solutions, Trust & Safety

Google

Minimum qualifications:

Bachelor’s degree or equivalent practical experience.4 years of relevant work experience including workflow/process mapping experience within areas of governance, risk and compliance, control frameworks, and process mapping.

Preferred qualifications:

7 years of relevant work experience within the risk management space, including risk assessment, risk reporting, audit, compliance and/or certified in risk management standards.
Experience in consulting, including experience in risk management, information security and compliance.
Experience with business continuity management, threat modeling and vulnerability management programs.
Experience with common controls frameworks, maturity assessments, vendor security assessments, continuous monitoring automation and tooling.
Excellent leadership and problem-solving skills and attention to detail.

About the job

Trust and Safety team members are tasked with identifying and taking on the biggest problems that challenge the safety and integrity of our products. They use technical know-how, excellent problem-solving skills, user insights, and proactive communication to protect users and our partners from abuse across Google products like Search, Maps, Gmail, and Google Ads. On this team, you’re a big-picture thinker and strategic team-player with a passion for doing what’s right. You work globally and cross-functionally with Google engineers and product managers to identify and fight abuse and fraud cases at Google speed – with urgency. And you take pride in knowing that every day you are working hard to promote trust in Google and ensuring the highest levels of user safety.

Governance Risk and Compliance at Trust and Safety is focused on ensuring that our business is always consistent with content regulations. We balance Google’s legal and compliance requirements with the dynamic needs of our users and the values of our company. In this role, you will be at the forefront of our regulatory needs. You will be responsible for building frameworks, processes and systems that will deliver defensible compliance at scale. You’ll stay informed about the dynamic regulatory landscape, industry trends, and internal operations and communicate solution based recommendations to executives and drive innovative solutions for compliance at Google scale.

At Google we work hard to earn our users’ trust every day. Trust & Safety is Google’s team of abuse fighting and user trust experts working daily to make the internet a safer place. We partner with teams across Google to deliver bold solutions in abuse areas such as malware, spam and account hijacking. A diverse team of Analysts, Policy Specialists, Engineers, and Program Managers, we work to reduce risk and fight abuse across all of Google’s products, protecting our users, advertisers, and publishers across the globe in over 40 languages.

Responsibilities

Map internal processes to ensure compliance with key regulatory requirements including identification of gaps, opportunities for improvement and scalable solutions that will drive consistencies and efficiencies across multiple product areas.
Collaborate with, manage relationships and drive alignment on key areas with a broad range of partner teams such as Global Affairs and Public Policy, Legal, Engineering, Product and Security and Privacy, to achieve shared objectives, provide strategic insight, and promote content governance.
Establish and lead project management, including oversight, tracking and reporting, to drive organizational alignment and implementation of scalable cross functional solutions.
Lead with a global mindset, and influence and inspire across all levels of the organization.

Policy Specialist, Ads, Trust and Safety

Google

Minimum qualifications:

Bachelor’s degree or equivalent practical experience.
2 years of experience in broad policy within the technology, handling policy issues affecting the internet, such as the intellectual property, free expression, and online safety.
Experience working with cross-functional stakeholders.

Preferred qualifications:

MBA or Master’s degree.
Experience using data and technology to solve complex business challenges and the ability to use judgment even in a crisis.
Ability to translate complex issues into simple, clear language.
Effective problem-solving, analytical, leadership, organization, interpersonal, and teamwork skills.
Demonstrated verbal and written, editorial, communication, and presentation skills.

About the job

Trust & Safety team members are tasked with identifying and taking on the biggest problems that challenge the safety and integrity of our products. They use technical know-how, excellent problem-solving skills, user insights, and proactive communication to protect users and our partners from abuse across Google products like Search, Maps, Gmail, and Google Ads. On this team, you’re a big-picture thinker and strategic team-player with a passion for doing what’s right. You work globally and cross-functionally with Google engineers and product managers to identify and fight abuse and fraud cases at Google speed – with urgency. And you take pride in knowing that every day you are working hard to promote trust in Google and ensuring the highest levels of user safety.

Our team works cross-functionally and globally. We are driven by our focus on the user and passion for using our technical, legal, business, and policy experience to improve Google’s policies and user experience. We advise Google on core principles and drive and manage complex projects.

Responsibilities

Serve as a member of the policy team responsible for developing, implementing, and enforcing scalable Google Ads advertising and content policies. Innovate process and best practices for implementing policies across operation centers in multiple geographies.
Manage and resolve escalations from internal and external parties (e.g., Sales, Legal, PR) and identify escalation patterns and trends to provide feedback on systems/tools process in and increase automation. Drive awareness and understanding of content and advertising policies across the company.
Identify gaps or conflicts in existing policy framework, develop scalable solutions, and work towards consensus across the organization.
Collaborate with Product Managers, Trust and Safety teams, and Engineering to influence product decisions and prioritization, and to improve user experience for policy-related issues.

Trust & Safety Specialist

CrowdRise

Do you believe that people should compassionately support one another to create a better world? Well, we do!

Serving as the world’s most trusted fundraising platform, GoFundMe is committed to creating a better world by making it safe and easy for people to support causes they’re passionate about. When someone sees a need—whether it’s in their neighborhood or across the globe—they can turn their compassion into action through GoFundMe. Our customers have raised over $10 billion for their personal causes, making GoFundMe a top 200 website in the US based on traffic, with a monthly audience of over 100 million people. To become the trusted brand in social fundraising, we created an easy-to-use product, built a Customer Happiness team that delivers rapid support to our customers, and established the first and only donor protection guarantee in the industry: the GoFundMe Guarantee.

An industry leader, GoFundMe’s Trust & Safety department leverages a variety of technical tools to assist our talented and motivated team in protecting our customers from fraud. By protecting the opportunity to give safely online, we drive growth, strengthen our brand, and do the right thing by our customers. As a member of the Trust & Safety team, you work closely with the other functions of Customer Operations and Communications teams to protect customers and the brand. Within Trust & Safety, one part of the team focuses on account investigations and proactive misuse, while this role is more designed for handling content moderation review and policy escalations, helping ensure funds are safely delivered, and more. This is an incredibly fast-paced job where you are required to consider all options, operate at an impeccable level of consistency, and collaborate to find the right solution in your quest to keep GoFundMe safe.

We have built an extraordinary group of driven and intelligent professionals who focus on developing their skills and moving the department forward in the exciting space of social fundraising. We are looking to add talented people who will protect and strengthen our global trusted community and master new techniques and technologies to ensure GoFundMe remains the most trusted place to give online.

The Job…

Provide high-quality email and occasional phone support to customers and other stakeholders to ensure fundraiser authenticity and safe delivery of funds for beneficiaries. Specialists spend 3-4 hours in email support each day.
Proactively vet fundraisers and interpret fundraiser content in accordance with the GoFundMe Terms of Service, in addition to staying up-to-date on the latest trends and assisting with evaluating policy. Specialists spend 2-3 hours in various review tools each day.
Professional development. Specialists have 1-3 hours of project time each day to work on initiatives that push the team and their careers forward.
Respond to and coordinate with law enforcement and civic leaders to assist and promote safe fundraiser creations and funds disbursements.
Work with Compliance, Payment Risk, Legal, payment processor risk teams, and others to ensure fundraisers on GoFundMe are legitimate and donations are delivered to the correct parties.
Field questions and vet fundraisers for the go-to-market and Communications team, collaboratively work with all of Trust & Safety, Communications, Marketing, and Customer Operations teams on a regular basis and in emergencies, and become an expert in quickly resolving complicated issues through email, phone, and messaging software.
Identify trends, handle escalations, and ensure safe delivery of funds for beneficiaries.
Develop a deep understanding of trust-related issues and willingness to experiment with bold, novel solutions.
Consistently improve and enhance our internal processes and systems.
Interpret data, analyze results, and create risk models, and bring that perspective to the team.
Provide invaluable security feedback to our Product Team to build Trust & Safety into the GoFundMe platform.

You…

Exemplify T&S core values (Protect Altruism, Agreement in Action, Find a Solution Together) and embody company and team culture
Are a consistent high-performer in metrics
Are an effective problem solver: spots issues or efficiency gains and brings solutions forward
Exude strong leadership skills
Will support and implement efforts to connect with Dublin team
Display natural ability to “think big” and take initiative
Understand and help guide the vision of the company and team
See every interaction as a chance to build rapport and strengthen the public perception of GoFundMe
Are comfortable engaging with government officials and industry leaders
Adaptable in a fast-paced work environment

Why you’ll love it here…

We offer competitive pay and excellent benefits. Employees can choose from a wide range of health insurance options, including medical, dental, and vision. We cover 100% of employee premiums and 80% of premiums for spouses and dependents.
We provide generous maternity and paternity leave, as well as a 401(k) retirement plan with company matching.
Employees can enjoy perks such as complimentary lunches, commuter benefits, a $600 wellness stipend, paid volunteer time, and generous sick time and paid time off (Due to COVID-19 employees now get a work from home stipend)
We encourage our employees to support fundraisers by offering our Gives Back program. Employees can select a fundraiser every week to nominate to receive a donation from the company.
Our Diversity, Equity, and Inclusion team is always finding new ways for our company to uphold and represent the experiences of all of the people in our organization.
We offer employee resource groups for women, parents, and the LGBTQIA+ community.
Your work has real purpose and will help change lives on a global scale.
You’ll be a part of a fun, supportive team that works hard and celebrates accomplishments together.
We live by our core values: consider everything, do the right thing, spread empathy, delight the customer, and give back.
We are a certified Great Place to Work and we’re growing fast and have incredible opportunities ahead!

Transparency Onboarding Mgr.

Amazon.com Services LLC

Must have 3+ years experience in account management and experience working in a fast paced and ambiguous environment

Strong attention to detail and Customer Obsession
2 + years of demonstrated communication and presentation skills
Ability to prioritize and manage multiple responsibilities
Proven ability to influence others, and strong analytical skills
Sound business judgment
Bachelor’s degree
MS Word, Excel, PowerPoint knowledge

Transparency represents an incredible opportunity to raise retail industry standards around authenticity, product transparency, and supply chain tracking. Transparency is a strategic new software-as-a-service launched by Amazon for the global consumer goods industry. We are focused on building a global service which allows consumer brands and consumers to trace the origin of items throughout the supply chain ensuring only authentic items enter the supply chain. The Transparency service is focused on preventing the receipt and sale of counterfeit goods both online and offline. Our customers include individual consumer brands who sell both on and off of Amazon direct and through a network of direct and third-party sellers

Role: A Transparency Onboarding Manager will be responsible for onboarding a book of accounts (brands/manufacturers) to the Transparency service ensuring a successful transition and ongoing usage of the service. As part of this role you will also work with brands during the implementation phase as an adviser and project manager ensuring a smooth onboarding experience. You’ll also have a great deal of influence on streamlining the operational processes involved in the implementation process by documenting best practices, writing onboarding guides, and advising our product management team on features that will enable self-service.

The role will offer a set of repeatable tasks as well as ambiguous tasks that require decision making and consulting with brands as they’re onboarding to our service and making key decisions about how they’ll display Transparency labels on their consumer facing packaging. You’ll work with commercial and homegrown tools to manage a brands onboarding and ongoing usage of our services. The main functions of the role are listed below, although the list is not exhaustive and may change from time to time.
1. Catalog expansion/enrollment
2. On-boarding additional plants or production lines
3. Adding value to existing Transparency enabled products
4. Communication and roll out of new features
5. Invoicing
6. Reporting questions/support
7. Resolving tickets with internal stakeholders
8. Counterfeit escalations
9. Content management

As a strategic contributor to the Transparency team you will have the opportunity to dramatically accelerate adoption of Transparency by applying sound operational practices, inventing and simplifying job functions, and training your peers on best practices for efficiency.

Experience working with brands or supply chain ecosystem
Understanding of consumer packaging, counterfeit prevention
Experience navigating complex processes/environment
Startup experience where you’ve worn many different hats and successfully navigated through complexity while never missing a beat with customers
SQL Knowledge
Salesforce Knowledge
Proven track record of taking ownership and problem solving exceptionable interpersonal and communication skill
Ability to thrive in an ambiguous environment
Problem-solving passion and service orientation

Policy Specialist, Trust and Safety

Platphorm

Are you an analytical thinker who has a strong curiosity for getting to the bottom of the story all while cultivating an environment of excellent customer support? Do you have a strong understanding of policy management and online communities, and a passion for catching the bad guys?

Platphorm is looking for a Policy Specialist, Trust and Safety to be a part of our Policies and Abuse team. The Policies and Abuse team enforces Platphorm’s policies across our various domains. The team creates, communicates, and enforces policies while providing exceptional customer support. You will have the opportunity to be a key contributor to help enforce our rules and remove content that could harm our users and our brand. You will make judgment calls about whether content breaks our rules and be able to explain your decisions to users. You aren’t afraid of making tough calls, and you have a genuine passion for tackling complex policy issues while working closely with various departments including Customer Advocacy, Risk Management, and Marketing.

Founded in 2009, Platphorm is a software development firm with an expanding portfolio of niche B2C communications marketplaces and global operations staff in six different countries. The marketplaces we’ve built enable anyone to provide fee-based advice in their area of expertise, at a price of their choosing, and for others to find them and pay for a conversation. The interaction can take place over the phone, email, text, or chat. Our dog-friendly headquarters with a fully-stocked kitchen are located in downtown San Francisco.

Responsibilities:

Enforce policies across various websites and web presences while providing an exceptional user experience
Review and evaluate user-generated content for compliance with our site policies
Assess accounts that have been flagged for various content violations
Investigate user account activity and work closely with our Customer Advocacy and Risk Management teams on large fraud cases
Clearly and professionally communicate policies and policy infractions to users
Provide feedback to various teams regarding abuse and policy issues
Create new policies and adjust current policies as needed

Qualifications:

Bachelor’s degree
Understanding of the roles policy enforcement plays in online communities
Excellent verbal and written communication skills
Strong investigative skills, critical thinking capabilities, and good judgment
Enjoy being part of a small team and willing to help out with duties outside the scope of your job
Community management or customer support experience is a plus
Comfortable with adult content and supporting an adult entertainment product
Has a tough skin and able to take customer complaints in stride

Benefits:

Medical, Dental, and Vision insurance
Matching 401K
Subsidized commuter benefits
Great work-life balance
Sit/Stand Desks
Snacks and Friday Happy Hours!
Great location! Our San Francisco office is steps from the Powell BART/Muni station!

Trust & Safety Analyst, Risk

Kickstarter.com

Kickstarter’s Trust and Safety Team is looking for a teammate with strong critical thinking and deduction skills, a knack for gathering information and spotting trends, along with the courage and resolve needed to moderate user generated content and develop tools that identify and preempt threats to our ecosystem.

About the Team

You’ll be joining Kickstarter’s Trust and Safety team, a collaborative group of people who are passionate about keeping the ecosystem safe and building trust within the community, allowing creative projects to flourish on our platform. We believe in clearly defined and evolving policies, open channels of communication within the team and across the organization, and the delicate balance required of maintaining both effective and efficient workflows.

About the Role

This position calls for a data-curious individual with a knack for pragmatic decision-making, the ability to identify signals of fraud and establish patterns, strong written communication skills, and most importantly, the ability to make difficult decisions independently and impartially. We are looking for an analyst with demonstrated interest and/or experience in a payments, risk, and/or Trust & Safety adjacent role to join our team.

In This Role, You Will:

Enforce our Rules and Community Guidelines by moderating the content on our site.
Investigate Kickstarter projects for misleading behavior.
Communicate with our community of backers and creators.
Identify patterns of abuse using various data analysis tools.
Apply quantitative analysis skills to understand how fraud is proliferating on Kickstarter’s platform.
Conduct independent investigations and present findings to relevant stakeholders.
Identify and implement new workflows to reduce or eliminate instances of fraud and abuse.

About You

You are a seasoned decision-maker, you know how to evaluate problems and propose solutions based on facts.
You are trustworthy and respect the confidentiality of user information in a professional setting.
You have excellent business judgment and communication skills, with an ability to build relationships with cross-functional stakeholders.
You are a curious, quick learner and problem-solver.
You are comfortable manipulating pre-existing data, analyzing results and using the output in investigations.
You analyze problems methodically, you know how to make sense of ambiguous information, form a hypothesis and create a plan of action to test theories and gather insights.
You have some experience manipulating data sets in SQL or equivalent business intelligence software (Looker, Tableau).
You’re curious about how data is used in a tech company, and particularly interested in payments, risk, and fraud from a Trust & Safety perspective.

Community Trust & Safety Specialist

Behance (Part of the Adobe family)

Behance, the leading platform to showcase and discover creative work, is seeking a Community Trust & Safety Specialist to join our unique team within Adobe. As a part of the Adobe family, we’re crafting the future of creative workflow. Our talented team of designers, developers, and community managers work hand-in-hand to create revolutionary products that connect and empower the creative world.

As a Community Trust & Safety Specialist, you will work to keep our platform safe and compliant. You will work closely with the Trust & Safety and Community Experience teams at Behance.

Responsibilities:

Process and review all information and data uploaded by users on Behance to ensure there are no violations of policies and that users are safe on the platform
Screen, monitor and approve content/comments/posts on Behance.net
Investigate and resolve issues regarding content that is reported for account support and/or safety; flag for action
Communicate trends and analysis to the Community Experience Lead

You have:

Incredible empathy and are customer focused
Knowledge of internet communities and legal issues that arise in those communities
Excellent and effective communication skills, both written and oral
Attention to detail to problem solve, troubleshoot, and investigate
Excellent judgment and integrity
Strong work ethic with a positive approach and great energy
Interest in online safety and in working with technology

Bonus: Zendesk experience and or a current Behance user.

Experience:

Zendesk: 1 year (Preferred)

Education:

Bachelor’s (Preferred)

Language:

English (Required)

Work Location:

Remote/Work from home

Hours per week:

20-29