Trust & Safety Operations Specialist - Crisis Operations & Community Safety

Trust & Safety Operations Specialist - Crisis Operations & Community Safety
Role Overview
We are seeking a Trust & Safety Operations Specialist to support live community safety services and crisis operations initiatives. This role will act as a first responder for real-time operational events, helping ensure service accuracy, escalation management, and operational continuity across community safety programs and AI-assisted workflows.
The ideal candidate has experience in trust & safety operations, crisis communications, community operations, emergency management, or related environments, and is comfortable operating in fast-paced, high-visibility situations that require strong judgment and attention to detail.
This role combines operational response work with process improvement responsibilities, including SOP development, workflow optimization, and automation initiatives designed to scale community safety services effectively.
Key Responsibilities

• Monitor and respond to operational issues across multiple live community safety services
• Support external partners and third-party organizations during active operational events
• Coordinate with reporting partners and stakeholders to ensure timely, accurate safety information and notifications
• Supervise AI-assisted workflows and escalation processes, identifying high-risk events and escalating when appropriate
• Maintain detailed incident documentation, operational logs, and post-event retrospectives
• Develop, update, and maintain standard operating procedures (SOPs) and operational playbooks
• Identify opportunities to automate manual workflows and partner with engineering teams to improve operational efficiency
• Support process refinement and workflow optimization initiatives
• Participate in an on-call rotation with defined response SLAs
• Ensure operational accuracy and integrity for community-facing safety services

What Makes This Role Interesting

• Opportunity to work at the forefront of AI-enabled community safety technology
• Direct impact on real-world safety initiatives and neighborhood response operations
• Exposure to crisis operations, operational escalation management, and live incident response
• Ability to shape operational workflows and contribute to automation strategies for scaling services
• Opportunity for individual growth, ownership, and influence within a nimble, collaborative team
• Meaningful work focused on improving safety outcomes for communities

Team Environment

• Collaborative, fast-moving operational environment
• Combination of structured SOP execution and real-time operational decision-making
• Strong emphasis on process improvement, automation, and scalable operations
• Cross-functional collaboration with internal teams, external partners, and operational stakeholders
• Remote-eligible environment with participation in an on-call support rotation

Required Qualifications

• 3+ years of experience in trust & safety operations, community operations, crisis communications, or related operational environments
• Strong judgment and decision-making skills in ambiguous or time-sensitive situations
• Excellent written communication skills for coordinating with partners, stakeholders, and agencies
• Experience working with AI-assisted workflows and escalation processes
• Ability to follow and improve SOP-driven operational workflows
• Experience documenting operational procedures, workflows, or incident management processes
• Bachelor's degree in any field

Preferred Qualifications

• Experience in emergency management, public safety dispatch, 911 operations, or crisis response centers
• Familiarity with partner-supported operational environments or third-party integrations
• Background in workflow automation, process optimization, or operations tooling
• Experience supporting API integrations or partner support operations
• Familiarity with safety, wellness, or community response programs

Ideal Candidate Background
Successful candidates often come from backgrounds in:

• Trust & Safety Operations
• Crisis Operations
• Emergency Management
• Public Safety Dispatch
• Community Operations
• Incident Response
• Operations Support & Escalation Management
• Workflow Automation & Operational Process Improvement

Candidates who are highly organized, calm under pressure, process-oriented, and passionate about using technology and operational excellence to improve community safety tend to excel in this role.

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