Director, Trust, Safety & Policy Compliance

3 weeks ago
Full-time
Lead
Operations
The Trevor Project

The Trevor Project

The Trevor Project is a leading national organization that provides lifesaving and life affirming services to LGBTQ+ youth. They offer crisis intervention and suicide prevention through various platforms such as the Trevor Lifeline, TrevorChat, TrevorT...

Diversified Consumer Services
251-1K
Founded 1998

Description

  • Lead, coach, structure, and manage direct reports across a 24/7/365 trust and safety operation.
  • Own live incident escalation, on-call response, workload allocation, and team scheduling.
  • Design, write, revise, and execute SOPs, playbooks, and training programs to improve operational quality.
  • Ensure adherence to trust and safety policies, global compliance requirements, legal obligations, and youth safety guidelines.
  • Build and govern a QA framework with auditing, calibration, and decision-accuracy benchmarks.
  • Partner cross-functionally with Crisis Intervention, Policy, Legal, Communications, Marketing, Technology, and other teams.
  • Work with product, business analyst, and external partners to improve moderation tools, automation, and user experience.
  • Oversee vendor contracts and the safety tooling ecosystem, including renewals and negotiation support.
  • Prepare executive briefs, presentations, and data deliverables for leadership and external stakeholders.
  • Ensure timely responses to community requests, appeals, and user-facing issues while maintaining compliance.

Requirements

  • 10-15 years of experience in Trust & Safety, operations management, or community moderation platforms.
  • Experience managing managers, complex team structures, and large-scale 24/7/365 operations.
  • Deep understanding of global platform compliance, digital safety standards, and SOP development.
  • Understanding of public policy and internet regulation as it applies to the LGBTQ+ community.
  • Experience leading, developing, coaching, and managing direct reports.
  • Demonstrated experience in a high-level operational advisory capacity.
  • Exceptional speed in delivering reports and presentations.
  • Highly autonomous and able to operate with minimal oversight.
  • Proficiency in spoken and written English.
  • Experience with automated content moderation systems, digital safety frameworks, and youth-centric regulations (preferred).
  • Prior experience partnering with IT teams on Safety by Design principles (preferred).
  • Authorization to work for any employer in the United States is required; no visa sponsorship available.
  • Must be available for nights, weekends, holidays, and other on-call escalation coverage in a 24/7/365 environment.

Benefits

  • Salary range of $110,000 to $140,000 per year.
  • Comprehensive health coverage, including plans that support gender affirmation care needs.
  • Mental health resources with virtual care and in-network/out-of-network support options.
  • 403(b) retirement plan with a 3% employer match and three-year vesting.
  • Generous paid time off and company holidays.
  • Employee Assistance Program with emotional support, work-life, financial, and legal guidance.
  • Remote work flexibility from anywhere in the continental U.S., Alaska, or Hawaii.
  • Provided technology, home office setup reimbursement, and monthly internet reimbursement.

Interested in this position?

Apply directly on the company website

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