Senior 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: Remote 

Position Summary

The Senior Manager, Global Operations Trust & Safety plays a key role in protecting Care.com’s users and maintaining a safe and trustworthy marketplace. This individual will lead and scale global Trust & Safety operations, overseeing supervisors, analysts, and specialists while also shaping strategy in partnership with senior leadership.

This role requires a strong mix of operational excellence, people leadership, and strategic vision. The Senior Manager will be responsible for ensuring effective execution of policies and procedures, driving continuous improvement, leveraging user insights to influence product and policy, and collaborating cross-functionally to enhance safety, fraud prevention, and overall user trust.

What You’ll Be Working On

• Lead, mentor, and develop a global Trust & Safety team, including supervisors, senior analysts, and specialists.
• Manage day-to-day operations of safety initiatives such as incident response, fraud prevention, background check monitoring, and content moderation.
• Drive continuous improvement and reengineering of processes to increase efficiency, scalability, and effectiveness.
• Ensure strict adherence to global safety policies, guidelines, and regulatory requirements.
• Oversee investigations into high-risk or sensitive cases, perform root cause analysis, and recommend corrective actions.
• Act as the operational voice of Trust & Safety in cross-functional projects with Product, Engineering, Legal, and Customer Service.
• Translate user feedback and case data into actionable insights that influence product, policy, and operational strategy.
• Define, track, and analyze key Trust & Safety metrics (incident rates, fraud trends, SLA performance, user satisfaction).
• Contribute to resource planning and budget management for Trust & Safety operations.
• Represent Trust & Safety in cross-functional initiatives and communicate updates, risks, and progress to senior leadership.
• Partner with Product and Engineering to evaluate, test, and scale AI/ML-driven tools for proactive detection, moderation, and fraud prevention, ensuring human oversight and ethical use.

What You’ll Need to Succeed

• 8–12+ years of experience in Trust & Safety, Operations, Risk Management, or related fields, ideally within an online marketplace or consumer-facing platform.
• 4–6+ years of people management experience, including multi-level team leadership (supervisors + ICs).
• Proven track record in incident response, fraud detection, content moderation, and policy enforcement at scale.
• Experience leading global operations and managing distributed teams.
• Strong analytical and problem-solving abilities, with expertise in interpreting data and driving data-informed decisions.
• Excellent communication and stakeholder management skills; able to handle sensitive topics with professionalism and empathy.
• Proficiency in Google Sheets/Excel (advanced formulas, pivot tables) and experience with CRM/case management systems (e.g., Salesforce).
• Familiarity with background check processes, identity verification, and regulatory requirements across regions.
• Ability to stay calm, decisive, and solutions-oriented in high-pressure situations.
• Proven ability to balance safety goals with user privacy, ethical data practices, and transparency.
• Experience with AI/ML-driven safety tools, fraud prevention systems, or trust tech platforms is a plus.
• Bachelor’s degree required; advanced degree (MBA or similar) preferred but not required.

Please Note:
In compliance with federal employment laws, all candidates must be legally authorized to work in the United States and must permanently reside within the United States for the duration of their employment.

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