Trust & Safety Operations Lead
Core
Lead end-to-end case management for advisor, client, and partner disputes, including chargebacks, fraud investigations, and multi-party conflicts, while optimizing identity verification (KYC) processes and serving as the primary enforcement communicator.
Role type
Senior Trust & Safety Operations Lead
Builds
Automated routing rules, dashboards, alerts, and playbook improvements to operationalize T&S workflows
Domain
Travel technology / Independent contractor platform / Trust & Safety
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
End-to-end case management, fraud investigation, chargeback handling, multi-party dispute resolution, identity verification (KYC) process ownership, distributed team management, de-escalation strategy, policy enforcement decision-making, process automation design, data-driven reporting, cross-functional collaboration
Preferred skills
Experience at 1099 marketplace or gig economy platforms, AI tooling fluency, building monitoring systems
Technologies
AI agent layers, BI/data-warehouse platforms, identity verification systems, workflow automation tools, issue tracking systems
Responsibilities
Manage intake, investigation, enforcement decisions, and resolution for complex multi-party disputes; Hold high-scale queues within SLA windows with audit-ready documentation; Define and optimize KYC playbooks and decision thresholds for distributed reviewers; Draft nuanced enforcement communications and override AI-assisted assessments; Build automated rules, alerts, and dashboards to surface issues earlier; Define and report on core operational metrics (volume, SLA adherence, resolution time)
Seniority
Senior, hands-on IC with process ownership
