Head of Trust & Safety Operations at Nextdoor
San Francisco, CA, US

Nextdoor is the neighborhood hub for you, your neighbors and the broader local community. Nextdoor’s purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Building connections in the real world is a universal human need. That truth, and the reality that neighborhoods are one of the most important and useful communities in our lives have been guiding principles for Nextdoor. Today, neighbors rely on Nextdoor in neighborhoods around the world in the United States, the United Kingdom, Germany, France, the Netherlands, Italy, Spain, Sweden, Denmark, Australia and Canada, with many more to come.

Meet your Future Neighbors

The Community Operations team is responsible for ensuring Nextdoor is a trusted and safe community for our members, customers and advertisers. We are looking for a seasoned leader  to advocate for improving the health of our online community and to drive the vision and execution for scaled operations and service delivery. 

The Impact You’ll Make

You (along with your team) will be responsible for effectively enforcing community guidelines, from the point of identification of possible violation to removal and appeals. You will also play a critical role in scaling our fraud operations team and work with our product and engineering teams to manage fraud across the platform. 

Key Responsibilities:

  • Provide leadership, guidance and career development to a team of operations managers and specialists.
  • Be responsible for managing operations seamlessly and timely Service-Level Agreement (SLA) delivery along with maintaining high levels of employee and customer satisfaction.
  • Work with our BPO vendors to develop and scale enforcement operations including content moderation, fraud prevention, feedback gathering, and legal compliance
  • Work with our training team to develop training, policies and procedures for frontline agents.
  • Influence product teams to build and improve abuse detection, analytics, and internal moderation tools to drive improvements and increase efficiencies.
  • Partner with the Policy, Communications, and Legal teams to ensure our policies and guidelines can be enforced in a scalable fashion.
  • Act as cross-functional point of contact for Trust & Safety crisis escalations 

What You’ll Bring to The House

  • 5 or more years of managing people and multi-tiered teams with a strong desire to help others learn and grow.
  • 8 or more years of experience in customer contact operations or Trust & Safety Ops 
  • 5 or more years in content moderation operations and policy development for online communities with user-generated content
  • Experience working with and managing performance of outsourced vendors
  • Ability to effectively partner with multiple levels with experience working cross-functionally with product, engineering, and technical teams
  • Strong data background; highly proficient pulling/synthesizing data and identifying trends, causation, correlation, etc (SQL preferred)
  • Superb judgment, excellent communication skills and a keen eye for details
  • Prior experience working with the Salesforce CRM platform is a plus
  • Fraud experience in related e-commerce / marketplace (ATO / phishing / etc.)