Associate Director, Trust And Safety, Platform Operations

Summary

Join Cloudflare's Trust and Safety team as a global leader of Platform Operations! You will manage a team of investigators handling sensitive abuse allegations, ensuring efficient and accurate report processing. This role involves developing strategies for handling various abuse complaints, leading and mentoring your team, and collaborating with cross-functional teams. You will drive operational efficiencies, improve tools, and contribute to Cloudflare's Transparency Report. The position requires extensive experience in Trust & Safety and team leadership, along with strong analytical and communication skills. Cloudflare offers a competitive salary, equity, and a comprehensive benefits package.

Requirements

• 8+ years experience in a Trust & Safety or related customer support role at an Internet service provider or hosting provider processing abuse reports
• 8+ years experience leading a team effectively with a strong focus on mentorship and career growth
• Working knowledge of DNS and how the Internet works
• Familiarity with DMCA (Digital Millennium Copyright Act), copyright, and trademark issues
• Experience working collaboratively with senior cross-functional senior leadership
• Experience managing sensitive content and emotionally charged escalations with tact and a calm demeanor
• Strong analytical skills with experience telling data-driven stories
• Excellent verbal and written communication skills
• Strong communication and presentation skills across technical and non-technical audiences
• Technologically savvy, curious, up to date with digital trends and applications

Responsibilities

• Help build and lead a world-class globally-distributed team
• Develop and implement strategies to handle abuse complaints regarding DMCA, phishing, fraud, CSAM, ICANN domain compliance and other escalated issues
• Design and scale processes for efficient and accurate handling of abuse reports made to Cloudflare
• Provide leadership, guidance and career development to a team of Platform Operations investigators
• Be responsible for managing operations seamlessly and ensuring that Service Level Objectives (SLOs) are met
• Educate and influence product teams to build and improve tools to drive improvements and increase efficiencies
• Partner with the Policy, Legal, and the Product teams to ensure our policies and guidelines can be enforced in a scalable fashion
• Drive operational efficiencies and automation of existing processes
• Deal with sensitive content and emotionally charged escalations with tact and a calm demeanor
• Aid in the ongoing publication of Cloudflare’s Transparency Report
• Spearhead data-driven metrics tracking and reporting for the entire Platform Operations Team
• Engage with senior stakeholders to demonstrate the value and scale of Trust & Safety at Cloudflare

Preferred Qualifications

• You already use and understand some of Cloudflare’s products
• You have experience producing a transparency report
• You have working knowledge of financial fraud
• You have working knowledge of the ICANN Compliance process

Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance
• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan
• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave
• Estimated annual salary of $243,000 - $297,000
• This role is eligible to participate in Cloudflare’s equity plan