Senior Safety Specialist

Own and evolve Spam enforcement guidelines based on policy intent, operational signals and escalation learnings, identifying gray areas and recommending updates to Policy and Product. Own BPO performance for Spam workflows, monitoring KPIs (SLAs, QA, volume, AHT) and leading recovery plans with Quality, Training and Vendor Management when metrics are off track. Design and maintain Spam enforcement workflows and feedback loops, defining success metrics, reviewing trends and driving guideline, process and tooling changes. Act as the primary Spam enforcement point of contact for cross functional partners, providing clear guidance and recommendations. Lead complex Spam escalations end to end, coordinating investigations and responses to protect platform health and mitigate immediate harm. Partner with Product and Data on Spam signals and ML models, providing SME input and golden data sets and translating enforcement gaps into clear requirements and evaluation criteria. Partner with Sales to define and improve Spam related onboarding and offboarding processes that balance safety and revenue needs. Partner with Data, Product and Shared Services to identify high value AI and agent use cases, provide SME input and champion adoption to reduce manual review load without sacrificing precision. Write and maintain clear enforcement documentation (guidelines, runbooks, comms, FAQs, status updates) that enables consistent enforcement and stakeholder communication. Requirements Bachelor’s degree in a relevant field or equivalent experience. 5+ years in tech working in enforcement and/or Spam, with end to end ownership of complex operational workflows. Proven experience leading operational or support programs: setting goals, monitoring KPIs and driving recovery plans. Significant experience with outsourcing / scaled support, including setting expectations, calibrating quality and holding vendors accountable. Strong customer focus and curiosity; you put Pinners and partners first, dig into root causes and ship solutions that improve safety and trust. Strong critical thinking and judgment in ambiguous situations, using data and policy intent to make sound decisions. Demonstrated ability to manage multiple projects and stakeholders in a fast changing environment. Excellent written and verbal communicator who can present findings, influence cross functional partners and drive alignment. Experience partnering with Data / Product to use AI or automation for workflow improvements. Core Competencies Demonstrates expertise in Spam enforcement and operational workflows, with a strong focus on KPI monitoring, stakeholder communication, and process improvement. Proven ability to lead complex escalations and collaborate with cross-functional teams to enhance platform safety and trust. Highest-signal resume keywords Spam Enforcement Guidelines KPI Monitoring Operational Workflows Cross-Functional Collaboration AI and Automation Integration ATS Optimization Keywords Hard Skills Operational Program Management Data Analysis Workflow Design Performance MetricsQuality Assurance Escalation Management Documentation Writing Process Improvement Vendor Management Customer Focus Soft Skills Critical Thinking Communication Project Management Stakeholder Management Curiosity Certifications & Qualifications Bachelor’s Degree Industry Keywords Spam Enforcement Operational Signals Policy Intent Machine Learning AI Use Cases Outsourcing Support Programs Safety and Trust Fast Changing Environment #J-18808-Ljbffr