Responsibilities
The Rapid Response team aims to ensure the safety of our users on the platform by responding to varying levels of incidents. As an Incident Manager within our Trust & Safety team, you will be on the front line coordinating our response to major global Trust & Safety incidents.
It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance. This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.
Responsibilities
- Incident Response: Lead the development and execution of a comprehensive crisis management plan for trust and safety incidents, ensuring a swift and effective response to emerging threats or challenges.
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- Maintain composure in challenging situations: Exhibit comfort, methodical thinking, and calmness during high-pressure situations, ensuring steadfast and effective crisis management.
- Cross-functional collaboration: Collaborate with Trust and Safety, Public Relations, Public Policy, Legal, Product, and Engineering teams to coordinate responses to critical incidents and manage communication strategies.
- Data Analysis: Use quantitative methods to analyze incident data to identify areas of risk and opportunity, driving improvements to policies, products, and procedures, including incident response.
- Content Policy compliance: Ensure that crisis responses align with regulatory standards and the company's content policies and guidelines, working to maintain a safe and positive user experience.
- Post-Incident analysis: Lead post-incident evaluations to assess the effectiveness of the trust and safety crisis response, identify areas for improvement, and implement changes to enhance future efforts.
- Be flexible with global working hours and operating on certain holidays and weekends.
Qualifications
Minimum Qualifications
- Bachelor's degree and 4+ years of experience in Trust and Safety Incident, Risk, Investigations, Escalations or Crisis Management roles, or related areas.
- Ability to work effectively in a high-tempo environment.
- Excellent interpersonal and communication skills with the ability to simplify and present complex issues to both technical and non-technical stakeholders.
- Strong quantitative skills and a data-driven mindset with the ability to interpret data.
- Understanding of trust and safety challenges, global legal and regulatory frameworks related to online safety and harm prevention.
Preferred Qualifications:
- Experience working in a technology, start-up, or digital platform environment.
- Strong project management skills and thought leadership.
- Familiarity with content moderation tools, AI/ML solutions, and automation for risk management.
- Knowledge of cultural sensitivities and regional differences in harmful content definitions and enforcement.
- Fluency in any second language is considered a plus due to role global coverage, but not required.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $88000 - $142222 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.