thetrevorproject - Director, Trust, Safety & Policy Compliance

• Lead, develop, coach, structure, and manage a team of direct reports, ensuring team accountability, strategic alignment, and results. • Direct a comprehensive 24/7/365 operational layer (including direct and indirect reports), serving as the ultimate authority for best-in-class trust & safety operations, team scheduling, workload allocation, high-stakes escalations, and live incident escalations. • Cultivate a highly collaborative, transparent, and accountable team environment by establishing clear performance ownership, encouraging cross-functional psychological safety, and driving a shared commitment to platform integrity. • Proactively identify the professional developmental needs of the team, building clear pathways for promotion and engineering sustainable, scalable solutions to support frontline staff. • Act as the ultimate on-call point of contact to provide decisive escalation support to the management tier. This role will be contacted on nights and weekends. • Design, scale, and advocate for workforce wellness and psychological resilience frameworks to protect the frontline reviewers and operators handling sensitive or high-harm content. • Proactively Architect & Govern A Trust & Safety Infrastructure System • Ensure absolute platform adherence to all trust and safety policies, global compliance, evolving regulations, legal requirements, company policies, union policies, and youth safety guidelines. • Design, write, revise, and execute robust standard operating procedures (SOPs), playbooks, and ongoing training modules (monthly, quarterly, and annual) to continuously elevate operational quality. • Dynamically devise and implement agile solutions as emerging platform vulnerabilities are identified. • Ensure operational workflows support audit readiness and the generation of structured data for mandatory regulatory disclosures. • Drive Robust Quality Assurance & Performance. • Deploy and govern a world-class Quality Assurance (QA) framework tailored to a high-velocity digital moderation ecosystem. • Establish rigorous auditing workflows, decision-accuracy benchmarks, and systematic calibration protocols across both human review teams and automated filters to eliminate policy drift. • Partner with the Director of Positive Youth Development & Engagement to advance community-centric safety policies and convert QA insights into actionable feedback loops. • Partner with the Director of Positive Youth Development & Engagement to write and enhance platform policies swiftly and as needed. • Serve as the Cross-Functional Connective Tissue. • Act as the primary point person bridging Crisis Intervention, TrevorSpace Moderation, Policy, Legal, Communications, Marketing, and Technology teams to ensure unified platform governance. • Work hand-in-hand with the Legal team to navigate compliance and rapidly pivot operations when new regulatory needs arise. • Work closely with the Communications team during platform crises to ensure clear communication with relevant stakeholders • Enhance Trust & Safety via Technology. • Evaluate operations through a technical lens, identifying opportunities to infuse automation, scale workflows, and sustainably reduce community exposure to harm (as well as staff exposure to vicarious trauma). • Partner closely with the team's Business Analyst to optimize the user experience, maximize platform efficiency, and integrate modern moderation tools. • Partner with the internal team and external product partners to design and implement automated tooling, machine learning models, and content-filtering technologies to optimize efficient and effective policy implementation and quality assurance. • Manage End-to-End Governance and Vendor Contracts. • Oversee the full vendor contract lifecycle and safety tooling ecosystem, ensuring no critical operational dependencies break. • Work closely with IT to manage contract renewals, negotiation, and alignment. • Drive Executive-Level Delivery & Strategic Operations. • Translate high-level organizational vision into flawless operational execution. • Own the creation of high-stakes presentations, briefs, and data deliverables with exceptionally fast turnaround times, confidently presenting metrics to internal leadership, cross-functional partners, and external donors. • Maintain an unyielding standard of organizational discipline where all internal requests are triaged effectively and due dates are never missed. • Demonstrate fair, ethical, and equitable business practices • Handle sensitive and confidential matters/ data with the utmost discretion and integrity • Learn eagerly, share knowledge appropriately, and improve continuously • Travel to team retreats, conferences, etc. • Demonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelines • Work, communicate, and collaborate effectively with others • Demonstrate attention to detail and accuracy in all work • Demonstrate a commitment to fostering and maintaining an environment of belonging