Associate Director, Trust & Safety - Platform Operations

Available Locations: Washington
About the role
People need to Trust Cloudflare. Our team is responsible for trust in everything that Cloudflare does. Trust & Safety responds to claims of abuse and legal requests for private customer data for a vast and diverse customer base while maintaining Cloudflare's core principles of transparency, consistency, and due process. We navigate the complex web of country-specific law enforcement demands and content-related regulations on a global scale.
We are looking for a global leader of Cloudflare's Trust and Safety Platform Operations team. In this role, you will manage a team of Trust & Safety investigators who triage sensitive and nuanced allegations of abuse. This role reports to the VP, Global Head of Trust & Safety.
What you'll do

• Help build and lead a world-class globally-distributed team.
• Develop and implement strategies to handle abuse complaints regarding DMCA, phishing, fraud, CSAM, ICANN domain compliance and other escalated issues
• Design and scale processes for efficient and accurate handling of abuse reports made to Cloudflare.
• Provide leadership, guidance and career development to a team of Platform Operations investigators.
• Be responsible for managing operations seamlessly and ensuring that Service Level Objectives (SLOs) are met.
• Educate and influence product teams to build and improve tools to drive improvements and increase efficiencies.
• Partner with the Policy, Legal, and the Product teams to ensure our policies and guidelines can be enforced in a scalable fashion.
• Drive operational efficiencies and automation of existing processes.
• Deal with sensitive content and emotionally charged escalations with tact and a calm demeanor.
• Aid in the ongoing publication of Cloudflare's Transparency Report.
• Spearhead data-driven metrics tracking and reporting for the entire Platform Operations Team.
• Engage with senior stakeholders to demonstrate the value and scale of Trust & Safety at Cloudflare.

Responsibilities

• 8+ years experience in a Trust & Safety or related customer support role at an Internet service provider or hosting provider processing abuse reports.
• 8+ years experience leading a team effectively with a strong focus on mentorship and career growth.
• Working knowledge of DNS and how the Internet works.
• Familiarity with DMCA (Digital Millennium Copyright Act), copyright, and trademark issues.
• Experience working collaboratively with senior cross-functional senior leadership.
• Experience managing sensitive content and emotionally charged escalations with tact and a calm demeanor.
• Strong analytical skills with experience telling data-driven stories.
• Excellent verbal and written communication skills.
• Strong communication and presentation skills across technical and non-technical audiences.
• Technologically savvy, curious, up to date with digital trends and applications.

Bonus Points:

• You already use and understand some of Cloudflare's products.
• You have experience producing a transparency report.
• You have working knowledge of financial fraud.
• You have working knowledge of the ICANN Compliance process.

Compensation
Compensation may be adjusted depending on work location.

• For New York City, Washington, Washington D.C. and California (excluding Bay Area) based hires: Estimated annual salary of $243,000 - $297,000.

Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave