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Own the Global Roadmap: Lead the long-term plan for the operations teams, ensuring departmental goals directly accelerate company-wide growth, and safety and support objectives.
Architect the Operating Model: Establish the organizational structure, touchpoints, planning processes, and accountability structures that enable a high-performance, distributed operations team to execute at scale.
Drive Operational Efficiency: Lead the charge on "cost-to-serve" optimization, balancing world-class user service with fiscal responsibility and lean process design.
Executive Advisory: Act as a subject matter expert for senior leadership and key partners, providing clarity on operational trade-offs, risk levels, and the resource requirements needed to meet safety and support commitments.
Build for Velocity: Design the systems and frameworks that allow our moderation and support teams to scale rapidly while maintaining uncompromising quality standards.
Bridge Ops and Engineering: Partner cross-functionally with Product and Engineering to translate operational insights into technical requirements and open opportunities, driving solutions for user problems.
Data-Driven Insights: Apply rigorous analytical frameworks to operational data to surface trends, identify performance drift, and inform global safety initiatives.
Master the Ecosystem: Oversee the end-to-end BPO strategy, including vendor selection, onboarding, and the management of multi-million dollar global partnerships.
Accountability & Quality: Establish robust frameworks and KPI accountability models to ensure internal and external operations teams meet or exceed performance benchmarks.
Intervention & Risk Mitigation: Proactively identify process breakdowns or control gaps, equipping managers with the frameworks needed to diagnose and fix performance issues in real-time.
Cultivate Leadership: Lead and mentor a multi-layered organization, building a deep leadership bench through active coaching, hiring, and career development.
Foster Ownership: Build a culture of innovation, accountability, and high performance, ensuring the team remains resilient and mission-driven in a high-pressure environment.
Ensure Collaboration: Develop the team as a strong collaborative unit, working side by side internally and cross-functionally to deliver great solutions.
10+ years of experience in Operations, Strategy, Trust & Safety, or Scaled Customer Support, with at least 5 years leading people managers in a global environment.
Scale & Growth Mastery: A proven track record of leading organizations through rapid scaling, business transitions, and high-growth cycles while maintaining high morale and operational rigor.
Organizational Architect: Experience building and developing high-performing, distributed teams; you are a "leader of leaders" with a knack for identifying and coaching top-tier talent.
Global Operating Models: Extensive experience managing large-scale BPO relationships and external vendor partners within a complex, multi-threaded global ecosystem.
Process Rigor: Demonstrated ability to manage shifting priorities and high-pressure incidents without sacrificing structure, focus, or quality standards.
Efficiency at Scale: A "builder" mindset with a deep understanding of modern support technology, including the implementation of AI/ML tools and automated workflows to drive efficiency.
Data-Driven Decision Making: Strong analytical judgment with the ability to synthesize high-volume metrics and qualitative insights into clear, executive-level recommendations.
Strategic Vision: Ability to define a multi-year operational roadmap that aligns with broader company objectives and long-term risk mitigation.
Product & Engineering Partnership: Proven experience influencing core product roadmaps by translating operational data and user friction points into technical requirements.
Complex Project Management: A history of leading large-scale, cross-functional initiatives end-to-end, navigating the needs of Legal, Policy, Product, and PR stakeholders.
Exceptional Communication: Ability to serve as a bridge between technical and non-technical teams, distilling complex operational challenges into actionable strategies for senior leadership.
Mission-Driven Mindset: High emotional intelligence and resilience, with a commitment to the "Safety" mission and the well-being of the teams executing it.