Job DescriptionThe Director of Operations - Trust & Safety will be responsible for driving the operational execution of the Care.com Safety Program across business lines and geographies. This leader will partner cross-functionally to ensure safety policies, compliance standards, and audit processes are effectively implemented and scaled to support the safety of the Care.com platform and its members.
Responsibilities will include operationalizing safety strategy and policy, overseeing compliance and audit processes to ensure adherence to Safety policies and procedures, evaluating technical and non-technical solutions intended to address and prevent various safety concerns, analyzing data to inform operational improvements to the Safety Program, and leading cross-functional initiatives related to safety operations.
The ideal candidate will have experience supporting safety programs for on-demand and other online marketplace services that connect individuals in the physical space, as well as experience implementing and managing safety operations at scale within a global or multi-regional business.
What You'll Do:- Responsible for leading Safety Policy Operations, Compliance, and Audit execution across all of Care.com's safety initiatives.
- Operationalize new and innovative safety initiatives, technologies, and solutions, and design and implement evaluation frameworks
- Drive alignment and consistent execution of the Safety Program across Care.com's business units and geographies
- Monitor and analyze key operational metrics of the safety program and implement process improvements based on findings
- Distill complex concepts into clear communication and actionable operational plans
- Maintain working knowledge of the tech/platform policy and regulatory environment and ensure operational readiness and compliance
- Experience managing and scaling a global BPO partner ecosystem, including vendor selection, onboarding, performance management, and quality calibration to ensure consistent policy enforcement and operational excellence across outsourced safety functions
Qualifications- 5-7 years of experience in a Trust & Safety, risk, compliance, or safety-focused role, ideally for a consumer-facing business and preferably a tech-enabled, online marketplace
- Sound business judgment and strong quantitative and analytical skills
- Experience implementing and managing policies and evaluating compliance related to safety, including multi-region or global policies
- Proven track record of identifying operational risks and driving process improvements
- Ability to understand, evaluate, and differentiate a range of technical solutions to safety concerns in partnership with Product and Engineering
- Experience working closely with internal stakeholders across the organization including product management, engineering, legal, customer service, and operations
- Proficient knowledge of background checks, identity verification solutions, fraud detection solutions, etc. in the U.S. and internationally
Additional InformationAvailable in more than 21 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families to innovating new ways for caregivers to be paid and obtain professional benefits. Since 2007, families have relied on Care.com's industry-leading products-from child and elder care to pet care and home care.
Salary Range: $140,000 - $170,000 The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com's total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).
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