Manager, Global Operations Trust & Safety

About Care.com 

Care.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great care for the ones we love. We’re moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that. 

Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. Here, we’re applying data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you’re all about using your talent for good, Care.com is the place for you. 

Work Environment: Hybrid - In Office Monday, Wednesday & Thursday

Location: 2801 North Central Expressway Dallas Texas 75204

 

Job Title: Manager, Global Operations Trust & Safety

Position Summary: The Manager, Global Operations Trust & Safety plays a critical role in safeguarding Care.com's users and maintaining a trustworthy marketplace. This individual will lead a team of Trust & Safety specialists and senior analysts, ensuring the efficient and effective execution of policies and procedures designed to mitigate risk, detect and prevent fraud, respond to safety incidents, and enhance the overall user experience. This role requires a strong blend of operational excellence, analytical thinking, people leadership, and a deep commitment to user safety.

 

Key Responsibilities:

• Lead, mentor, and develop a team of Trust & Safety with a mix of supervisors, specialists, and senior analysts fostering a high-performing and engaged environment. Ensure supervisors are consistently executing key responsibilities including queue monitoring, case escalations, scheduling, team communications, and timely performance reviews.
• Provide regular coaching, feedback, and performance management to ensure team members meet or exceed operational KPIs and quality standards.
• Oversee scheduling, workload distribution, and resource allocation to ensure optimal coverage for global operations.

Operational Excellence & Process Improvement:

• Manage the day-to-day operations of reactive and proactive safety initiatives, including incident response, content moderation, and fraud detection.
• Identify, analyze, and implement process improvements to enhance efficiency, scalability, and effectiveness of Trust & Safety operations.
• Develop and maintain clear operational playbooks, workflows, and training materials.
• Ensure strict adherence to safety policies, guidelines, and regulatory requirements on a global scale.

Risk Mitigation & Incident Management:

• Conduct thorough investigations into high-priority cases, performing root cause analysis and recommending corrective actions.
• Collaborate with cross-functional teams (e.g., Legal, Product, Engineering, Customer Service, Policy, Training) to address emerging threats and implement proactive solutions.

Policy & Tooling Collaboration:

• Provide operational insights and feedback to the Safety Policy team, influencing the development and refinement of platform policies.
• Work closely with Product and Engineering teams to advocate for operational needs, advise on safety tooling requirements, and assist in the development and implementation of new safety features and technologies.
• Manage day-to-day relationships with external safety tooling vendors, ensuring optimal performance and integration.
• Define, track, and analyze key operational metrics and trends related to Trust & Safety performance.
• Develop and present regular reports to leadership on team performance, incident volumes, emerging risks, and the effectiveness of safety measures.
• Utilize data to identify areas for improvement and inform strategic decisions.
• Build strong relationships and collaborate effectively with stakeholders across the organization, including Product, Engineering, Legal, Data Science, Customer Service, and senior leadership, to drive shared safety objectives.
• Represent the Trust & Safety team in cross-functional projects and initiatives.

Qualifications:

• Education: Bachelor's degree in a related field (e.g., Criminal Justice, Sociology, Psychology, Business, Communications, Data Analytics) or equivalent practical experience.

Experience:

• 7-10+ years of experience in Trust & Safety, Operat