Operations Director, Trust & Safety
Jobright.ai
Join to apply for the Operations Director, Trust & Safety role at Jobright.ai 1 day ago Be among the first 25 applicants Join to apply for the Operations Director, Trust & Safety role at Jobright.ai Get AI-powered advice on this job and more exclusive features. Jobright is an AI-powered career platform that helps job seekers discover the top opportunities in the US. We are NOT a staffing agency. Jobright does not hire directly for these positions. We connect you with verified openings from employers you can trust. Job Summary: Epic Games is a leading company in the gaming industry known for its innovative technology and collaborative environment. They are seeking an Operations Director for Trust & Safety to lead a high-impact team focused on content moderation, quality assurance, and user support workflows, ensuring a safe and trustworthy platform for users. Responsibilities:
- Oversee day-to-day execution and long-term planning for Trust & Safety operations, including content moderation, escalations, quality programs, support workflows, and vendor operations
- Set and execute against a multi-quarter roadmap to evolve and scale Trust & Safety operations in alignment with broader company objectives
- Manage and grow a team of ICs across operations, quality, support and escalation functions; foster a high-performing and inclusive team culture
- Identify inefficiencies, define KPIs, and drive continuous improvement in workflows, tools, and support channels to ensure timely, accurate moderation
- Develop and evolve QA frameworks and calibration programs that improve accuracy, reduce harm, and ensure alignment with evolving policies and platform risk
- Partner closely with Policy, Legal, Product, Engineering, and Player Support teams to improve tooling, policy implementation, and decision accuracy
- Own the high-severity escalation program, including cross-functional incident response for sensitive content, legal/regulatory requests, and executive-level inquiries
- Partner with Legal and Compliance to define, build, and maintain moderation practices that meet regulatory requirements across a broad range of compliance spaces
- Anticipate emerging content risks and lead efforts to design proactive detection, mitigation, and response strategies
- Identify moderation tooling gaps and improvements, and define requirements for tooling development
- Strategic and operational leadership experience in Trust & Safety operations.
- Experience managing content moderation escalations, quality assurance, user support workflows, and global operations.
- Ability to develop scalable systems and build cross-functional partnerships.
- Experience managing and mentoring senior individual contributors across multiple functional pillars.
- Strong strategic thinking and deep operational expertise.
- Experience in overseeing day-to-day execution and long-term planning for Trust & Safety operations.
- Ability to set and execute against a multi-quarter roadmap.
- Experience in identifying inefficiencies, defining KPIs, and driving continuous improvement.
- Ability to develop and evolve QA frameworks and calibration programs.
- Experience partnering with Policy, Legal, Product, Engineering, and Player Support teams.
- Experience owning high-severity escalation programs.
- Ability to partner with Legal and Compliance to define, build, and maintain moderation practices.
- Experience anticipating emerging content risks and leading proactive detection, mitigation, and response strategies.
- Ability to identify moderation tooling gaps and improvements.
Vacancy posted 3 days ago
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