Legal Policy Operations Triage Lead, Americas - Trust and Safety

Legal Policy Operations (LPO) in Trust and Safety plays an essential role covering Digital Rights, Law Enforcement Response, Emergency Response, Child safety. The team partners with legal, public policy and other Trust and Safety teams. Protecting user data and our community is at the core of everything we do.



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. Some content viewed may violate our community guidelines which includes 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

- Lead a team of LPO Triage Specialists assessing extreme risk escalations.

- Immediate assessment and review of Emergency & Child Safety Livestream content that poses an extreme risk of serious injury or death to a user and /or child abuse or exploitation.

- Investigate and resolve complex issues regarding content in accordance with policies and procedures.

- Ensure daily operational effectiveness, set goals for the team and being responsible for their wellness.

- Coach and mentor team members and devise development plans for their professional development.

- Lead and ensure operational excellence on a triage team that evaluates risk, threats, and user privacy in the world centered around time-critical emergency escalations.

- Collaborate with cross-functional internal teams and external partners to inform, influence, support and execute improvements to policies and procedures.

- Enhance knowledge and support the global team, there will be a necessity to work in the queues and handle sensitive content that includes child exploitation, graphic violence, self-injury and suicide, and other content which may be considered offensive or disturbing.

- Help create and influence strategy at the LPO level.

- Drive operational metrics ensuring robust KPI's are sustained/improved, including quality metrics.

- Participate in 24/7 emergency escalation rotation as well as after-hours and weekend duty.