Manager, Global Operations Trust & Safety - Care.com : Job Details

Manager, Global Operations Trust & Safety

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Manager, Global Operations Trust & Safety

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About Care.comCare.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.

About Care.comCare.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.Work Environment: Hybrid - In Office Monday, Wednesday & ThursdayLocation: 2801 North Central Expressway Dallas Texas 75204Job Title: Manager, Global Operations Trust & SafetyPosition Summary: The Manager, Global Operations Trust & Safety plays a critical role in safeguarding Care.com's users and maintaining a trustworthy marketplace. This individual will lead a team of Trust & Safety specialists and senior analysts, ensuring the efficient and effective execution of policies and procedures designed to mitigate risk, detect and prevent fraud, respond to safety incidents, and enhance the overall user experience. This role requires a strong blend of operational excellence, analytical thinking, people leadership, and a deep commitment to user safety.Key Responsibilities

• Lead, mentor, and develop a team of Trust & Safety with a mix of supervisors, specialists, and senior analysts fostering a high-performing and engaged environment. Ensure supervisors are consistently executing key responsibilities including queue monitoring, case escalations, scheduling, team communications, and timely performance reviews.
• Provide regular coaching, feedback, and performance management to ensure team members meet or exceed operational KPIs and quality standards.
• Oversee scheduling, workload distribution, and resource allocation to ensure optimal coverage for global operations.

Operational Excellence & Process Improvement

• Manage the day-to-day operations of reactive and proactive safety initiatives, including incident response, content moderation, and fraud detection.
• Identify, analyze, and implement process improvements to enhance efficiency, scalability, and effectiveness of Trust & Safety operations.
• Develop and maintain clear operational playbooks, workflows, and training materials.
• Ensure strict adherence to safety policies, guidelines, and regulatory requirements on a global scale.

Risk Mitigation & Incident Management

• Conduct thorough investigations into high-priority cases, performing root cause analysis and recommending corrective actions.
• Collaborate with cross-functional teams (e.g., Legal, Product, Engineering, Customer Service, Policy, Training) to address emerging threats and implement proactive solutions.

Policy & Tooling Collaboration

• Provide operational insights and feedback to the Safety Policy team, influencing the development and refinement of platform policies.
• Work closely with Product and Engineering teams to advocate for operational needs, advise on safety tooling requirements, and assist in the development and implementation of new safety features and technologies.
• Manage day-to-day relationships with external safety tooling vendors, ensuring optimal performance and integration.
• Define, track, and analyze key operational metrics and trends related to Trust & Safety performance.
• Develop and present regular reports to leadership on team performance, incident volumes, emerging risks, and the effectiveness of safety measures.
• Utilize data to identify areas for improvement and inform strategic decisions.
• Build strong relationships and collaborate effectively with stakeholders across the organization, including Product, Engineering, Legal, Data Science, Customer Service, and senior leadership, to drive shared safety objectives.
• Represent the Trust & Safety team in cross-functional projects and initiatives.

Qualifications

• Education: Bachelor's degree in a related field (e.g., Criminal Justice, Sociology, Psychology, Business, Communications, Data Analytics) or equivalent practical experience.

Experience

• 7-10+ years of experience in Trust & Safety, Operations, Risk Management, Content Moderation, or a similar field, preferably within a consumer-facing online platform or marketplace.
• 3-5+ years of experience in a leadership or supervisory role, managing a team of individual contributors.
• Proven experience in content moderation, safety, investigations, and policy enforcement within an online environment.
• Experience with global operations and managing distributed teams is highly desirable.

Skills

• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and make data-driven decisions.
• Excellent written and verbal communication skills, with the ability to articulate complex concepts clearly and handle sensitive topics with empathy and professionalism.
• Proficiency in spreadsheet software (e.g., Google Sheets, Excel), including complex formulas (e.g., VLOOKUP, INDEX/MATCH, ARRAYFORMULA), pivot tables, and data validation for efficient data extraction, consolidation, and reporting.
• Leverage AI-ML and generative AI tools and platforms to enhance productivity, streamline workflows, and drive efficiencies in daily tasks, decision-making processes, and cross-functional collaboration.
• Using technologies to improve efficiencies
• Demonstrated ability to lead, motivate, and develop a team.
• A proactive and organized approach to identifying issues, developing solutions, and implementing change.
• Familiarity with various content moderation tools and techniques.
• Experience with Salesforce or similar CRM/case management systems.
• Ability to remain calm and effective in high-pressure situations, and comfortable handling potentially sensitive or disturbing content.
• Basic understanding of identify verification processes, background check processes, and global regulatory environments is a plus.
• Proficiency in Google Workspace (Docs, Sheets, Slides), and other relevant collaboration tools.

For a list of our Perks + Benefits, click here!Company OverviewAvailable in 21 countries, Care.com is one of the largest providers of online services for finding family care and care jobs, spanning in-home and in-center care solutions. Since 2007, families have relied on Care.com for an array of care for children, seniors, pets, and the home. Designed to meet the evolving needs of today's families and caregivers, the Company also offers customized corporate benefits packages to support working families, household tax and payroll services, and innovations for caregivers to find and book jobs. Care.com is an IAC company (NASDAQ: IAC).Salary Range: $75,000 to $85,000.The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com's total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionManagement and Manufacturing
• IndustriesConsumer Services

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