Operations Director, Trust & Safety

Job Description

TRUST AND SAFETY
What We Do
The Epic Trust and Safety team provides a safer experience for Epic users. We work across multiple products and services to improve technology and craft transparent policies so our players and users can have positive experiences on our platforms.
What You'll Do
We're looking for a strategic and operational leader to drive the effectiveness and resilience of our Trust & Safety operations. As Director of Trust & Safety Strategy and Operations, you'll lead a high-impact team responsible for content moderation escalations, quality assurance, user support workflows, and global operations. You will play a critical role in developing scalable systems, building cross-functional partnerships, and ensuring our platform remains safe, trustworthy, and aligned with our values. This role demands a strategic thinker with deep operational expertise and a passion for building safer online communities. You'll manage and mentor senior individual contributors across multiple functional pillars, serve as a thought partner to executive leadership, partner with product and policy, and ensure our moderation efforts are proactive, adaptive, and best-in-class.
In this role, you will
• Lead Core Operations. Oversee day-to-day execution and long-term planning for Trust & Safety operations, ensuring exceptional efficiency, quality, and alignment with company-wide Trust & Safety goals.
• Strategic Planning. Set and execute against a multi-quarter roadmap to evolve and scale Trust & Safety operations in alignment with broader company objectives.
• Team Leadership. Manage and grow a team of ICs, foster a high-performing and inclusive team culture.
• Operational Excellence. Identify inefficiencies, define KPIs, and drive continuous improvement in workflows and tools to ensure timely, accurate moderation.
• Drive Quality & Consistency. Partner with QA team to design implement frameworks and calibration programs that improve accuracy, reduce harm, and ensure alignment with evolving policies and platform risks.
• Cross-Functional Collaboration. Partner closely with Vendor Management, Escalations, Knowledge & Training, Policy, Legal, Product, Engineering teams to improve tooling, policy implementation, and decision accuracy.
• Risk Management. Anticipate emerging content risks and lead efforts to inform detection, mitigation, and response strategies.
• Manage regulatory requirements. Partner with Legal and Compliance to define, build, and maintain moderation practices that meet regulatory requirements across a broad range of compliance spaces.
What we're looking for
• 7+ years in trust & safety operations or a related field within a technology or gaming company
• 5+ years in a leadership role with experience managing operations teams
• Strong background working with machine learning models and content moderation tooling
• Experience with data visualization tools such as Tableau, and comfort working with large datasets
• Strong verbal and written communication skills, and comfort working on sensitive content types (e.g., hate speech, violence, CSAM)
• Proven experience working with and evaluating vendor performance in global content moderation
• Ability to distill complex data into clear narratives for cross-functional stakeholders
• Familiarity with regulatory frameworks (e.g., DSA, OSA, AADC) and legal considerations tied to regulatory enforcement
• Demonstrated ability to work cross-functionally and drive alignment across global teams

Note to Recruitment Agencies: Epic does not accept any unsolicited resumes or approaches from any unauthorized third party (including recruitment or placement agencies) (i.e., a third party with whom we do not have a negotiated and validly executed agreement). We will not pay any fees to any unauthorized third party. Further details on these matters can be found here.

Jobcode: Reference SBJ-pk4k5o-35-215-184-102-42 in your application.