Director, Trust & Safety

• Define and continuously improve the metrics that measure Trust & Safety effectiveness, platform integrity, fraud prevention, operational performance, and user trust.
• Develop executive reporting and translate marketplace threats, trust-related costs, and operational insights into clear business priorities and investment or margin accretive recommendations.
• Establish annual and quarterly objectives aligned to measurable improvements in platform integrity, fraud prevention effectiveness, and operational efficiency

• Design and scale the Trust & Safety operating model, including organizational structure, talent strategy, workflows, tooling, automation, and data capabilities required to support a growing marketplace.
• Develop the long-term Trust & Safety roadmap, balancing operational needs with strategic investments in product, technology, and process improvements.
• Establish performance standards, operating procedures, quality frameworks, and accountability mechanisms that drive consistent decision-making and continuous improvement
• Own the vision, strategy, and roadmap for Trust & Safety at Furnished Finder.
• Define long-term priorities that improve marketplace integrity while supporting business growth.
• Develop executive reporting and KPIs that provide visibility into fraud trends, operational performance, and platform health.
• Translate emerging risks into actionable recommendations for Executive Leadership.

• Partner with Product, Engineering, and Data to prioritize and deliver solutions that improve fraud prevention, identity verification, moderation, automation, and marketplace integrity.
• Define business requirements and success metrics for Trust & Safety tooling, AI-enabled capabilities, and detection systems, ensuring investments deliver measurable business outcomes.
• Evaluate and manage strategic technology vendor relationships supporting Trust & Safety operations.

• Lead the teams responsible for investigations, fraud prevention, identity verification, moderation, and Trust & Safety operations.
• Serve as internal connector for high-severity Trust & Safety incidents, communicating cross functionally with Operations/Engineering/Legal and Marketing and ensuring learnings from investigations directly inform product, policy, and operational improvements.
• Partner with Legal to develop, maintain, and operationalize Trust & Safety policies while ensuring compliance with applicable regulatory and law enforcement requirements.

• 7+ years of progressive experience in Trust & Safety, Fraud Prevention, Risk Management, Marketplace Integrity, or a related field.
• 5+ years of people leadership experience, including managing managers and/or senior individual contributors.
• Demonstrated success leading Trust & Safety, fraud prevention, investigations, moderation, or marketplace integrity programs.
• Strong product, systems, and analytical mindset with the ability to translate operational challenges into scalable solutions and influence cross-functional priorities.
• Experience defining KPIs, measuring outcomes, and communicating performance to executive stakeholders.
• Experience partnering with Product, Engineering, Data, and Legal teams to deliver measurable business outcomes.
• Experience operating within a high-growth marketplace, platform business, or consumer internet company.
• Experience influencing executive stakeholders and cross-functional product roadmaps.
• Experience leading organizational change within a high-growth technology company.
• Experience using data to prioritize investments and measure business impact.

• Experience in peer-to-peer marketplaces, rental platforms, fintech, or other trust-sensitive environments.
• Experience with identity verification, behavioral analytics, and fraud prevention solutions (e.g., Jumio, LexisNexis, TransUnion, IPQS).
• Experience implementing automation, AI-enabled workflows, or machine learning solutions within Trust & Safety operations.

• Case Management & Customer Support Platforms (e.g., Zendesk)
• Data & Analytics Platforms (e.g., Snowflake)
• Trust & Safety & Moderation Tools (e.g., Stream)
• Identity Verification & Fraud Prevention Solutions (e.g., Jumio, LexisNexis, TransUnion, IPQS)
• Product Development & Collaboration Tools (e.g., Jira, Confluence, Slack)

Why this Role Matters:
Trust is at the heart of every marketplace. Every decision made by the Trust & Safety team helps protect hundreds of thousands of property owners and renters while enabling the continued growth of our platform.

As Director of Trust & Safety, you'll have the opportunity to shape how we prevent fraud, improve user confidence, and build scalable systems that support the next generation of Furnished Finder.