Director

Summary

The job description is for a Director of Trust & Safety role at G2, a global software marketplace. The role involves leading the transformation of the UGC QA team, developing strategies to ensure content safety and integrity, managing risks related to user-generated content, collaborating with cross-functional teams, utilizing data and analytics, ensuring compliance with relevant laws and regulations, and delivering training programs.

Requirements

• Bachelor’s degree in a related field; advanced degree preferred
• 7+ years of experience in trust and safety, content moderation, risk management, or a related field
• 5+ years of people manager experience, ideally in operations-driven environment with global teams
• Proven track record of leading and transforming teams
• Strong understanding of online safety, content moderation, and risk management principles
• Experience with comprehensive capacity planning and forecasting utilizing human resources and automation tooling
• Excellent leadership, communication, and interpersonal skills
• Highly motivated and entrepreneurial - can autonomously inspire global teams to achieve specific vision and mission
• Ability to manage multiple people managers, teams and deliver KPIs in SLA impact-driven functions
• Ability to work effectively in a fast-paced, dynamic environment
• Analytical mindset with the ability to leverage data to drive decisions
• Experience with regulatory compliance and legal considerations related to user-generated content is a plus

Responsibilities

• Lead the transformation and enhancement of the UGC QA team’s capabilities and scope
• Develop and implement a strategic vision for ensuring content safety and integrity, aligned with the company's goals and values
• Provide strong leadership, mentorship, and guidance to the global team made up of sub-teams consisting of Managers, Specialists and Associates that support a variety of user generated content based moderation tasks, support tickets, and other projects as needed
• Establish and enforce content moderation policies and guidelines to ensure the quality and integrity of user-generated content
• Develop and implement scalable processes and workflows for content review, moderation, and risk assessment
• Identify and mitigate risks related to user-generated content, including but not limited to fraud, abuse, and harmful content
• Implement proactive measures to prevent and address safety and trust issues on the G2 platform (G2.com) as well as any off-site collections in the G2 ecosystem
• Collaborate with cross-functional teams, including Product, Design, Engineering, Legal, Marketing, Market Research and Customer Support, to address trust and safety challenges
• Communicate content safety issues, policies, and updates to stakeholders, including executive leadership, users, customers, and external partners
• Oversee escalated complex review inquiries and resolve global priority moderation related requests firsthand or through delegation to team members with internal teams, customers, and partners
• Be willing to demonstrate ownership through extending global support during off-hours at critical times, escalations or on time-sensitive projects
• Utilize data and analytics to monitor, assess, and improve the effectiveness of content safety initiatives
• Generate regular reports and insights on safety and integrity metrics to inform decision-making