Customer Service/Support

Job Title:
Director of Trust & Safety Policy and OperationsJob Description

Director of Trust & Safety Policy and Operations

Job Description Summary

• The Director of Trust & Safety will drive operational excellence and policy solutioning for the global Trust & Safety Practice, ensuring the company is considered a global, best in class, provider.
• This role will support a consistent way of working across a very diverse portfolio of Trust & Safety clients.
• This role will be a key contributor to the development of the Trust & Safety product and service offering.
• The role will report to the Senior director of Trust & Safety (+1) and the Global Head of Trust & Safety (+2).

Job Description

• You will design the best operational & policy solutions for clients.
• You will troubleshoot operational challenges surfaced to the Practice.
• You will identify and evangelize operational best practice across the company.
• You will enhance Sales enablement with operational and policy expertise.
• You will collaborate with the directors of Technology and Wellbeing, as well as operational and sales teams to drive excellence and develop Concentrix’ product and service offering.
• You will analyze data to understand and resolve issues.
• You will visit international company sites regularly to collect data and share best practices.
• You will collaborate with local data analysts and the Practice Knowledge Manager to ensure accurate and smooth data collection.
• You will update operational playbooks based on findings and emerging best practices.
• You will establish a community of ops managers to share good practices, build institutional knowledge and solve issues rapidly.
• You will work with Marketing to articulate and evolve our Value Proposition and contribute to external collateral.
• You will develop the Trust & Safety product & service offering using operational and policy expertise with a focus on Tier 2 clients.
• You will represent the company at external events, present on relevant issues and be a thought leader on T&S related topics.
• You will undertake international travel regularly subject to business needs.

• Must have proficiency with various software applications programs.

Candidate Profile

• Demonstrable experience in the Trust and Safety industry.
• At least 10 years of relevant work experience and functional expertise gained through professional qualification and/or extensive work experience.
• Excellent stakeholder management experience with an emphasis on indirect influence.
• Proven policy development experience in a Trust & Safety or related role.
• Experience in public speaking and can represent thought leadership in written format and at industry events for the company.
• Proven experience of working with leadership to develop strategic plans and objectives.
• Excellent verbal and written communication skills.
• Ability to work cross culturally and build global relationships.
• Well-developed analytical skills and strategic skills
• Strong leadership skills and record of working collaboratively.
• Good project management skills and experience of working in a client facing, commercial environment.

Location:
PRT Work From Home - DirectLanguage Requirements:
Time Type:
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