Operations Lead, T&S Operations

About the job

We are looking for a highly skilled and dedicated individual to join our team as a Trust and Safety Operations Lead. This person will be responsible for overseeing our Trust and Safety and Support operations team as well as owning the evolution of our operations model as we grow.  The team is currently responsible for reviewing content and responding to user inquiries.  Besides operational management, you will be required to own and execute development of our operations flows, tools and SLAs, ensuring the team can respond quickly, effectively and empathetically to our user base.  The ideal candidate will have at least 6 years of management experience working in Trust and Safety, Fraud, or Support operations. They will have strong verbal and written communication skills, possess strong attention to detail, and have outstanding organizational skills. They will be able to work independently and manage multiple tasks simultaneously, while meeting tight deadlines and maintaining high quality output.
This people-manager role reports directly to the Head of Trust and Safety, but will be required to do some project management as an individual contributor.

What you’ll do:

• Manage the day to day work of our Trust and Safety Operations team 

• Execute effective workforce management and capacity planning to ensure workflows are within SLA

• Develop, define and drive operational workflows, and collaborate with Engineering on tool enhancements

• Drive strategy in scaling our safety and support operations

• Support team members in responding to safety reports, and assisting with initiatives to reduce abuse on platform

• Use data to influence decisions, drive change and support evolution of our content policies and safety workflows

• Manage and execute on safety operations related projects, working closely with Content Policy and Engineering

• Be willing and able to work with sensitive issues and content that includes, but is not limited to, child safety issues, graphic violence, self-injury, or suicide 

Knowledge, Skills & Abilities:

• 6+ years of people management experience with 8+ years working in operations

• Notable experience working with vendors, BPOs and contract agencies

• Background in Trust & Safety, content moderation or related field

• Experience working in Zendesk or some other operations CRM platform

• Proven track record of scaling operations and driving operational rigor in a fast-paced, dynamic environment

• Excellent leadership skills to motivate, develop and retain talent

• Excellent verbal and written communication skills

• Exceptional ability to problem-solve, both independently and with peers

• Demonstrated ability to work directly with cross-functional teams and leadership

• Comfortable working within a content moderation environment

• Ability to manage and drive projects focused on operational excellence

• Process driven with a proven track record of identifying gaps and implementing new processes

• Team player who’s willing to jump in and help where needed 

• Self-Starter who takes initiative to identify opportunities to improve or build on processes and work products

About Character.AI

Character.AI empowers people to connect, learn and tell stories through interactive entertainment. Over 20 million people visit Character.AI every month, using our technology to supercharge their creativity and imagination. Our platform lets users engage with tens of millions of characters, enjoy unlimited conversations, and embark on infinite adventures.

In just two years, we achieved unicorn status and were honored as Google Play's AI App of the Year—a testament to our innovative technology and visionary approach.

Join us and be a part of establishing this new entertainment paradigm while shaping the future of Consumer AI!

At Character, we value diversity and welcome applicants from all backgrounds. As an equal opportunity employer, we firmly uphold a non-discrimination policy based on race, religion, national origin, gender, sexual orientation, age, veteran status, or disability. Your unique perspectives are vital to our success.