Trust and Safety Program Manager
TrustLab
About TrustLab
Online misinformation, hate speech, child endangerment, and extreme violence are some of the world's most critical and complex problems. TrustLab is a fast-growing, VC-backed startup, founded by ex-Google, TikTok and Reddit executives determined to use software engineering, ML, and data science to tackle these challenges and make the internet healthier and safer for everyone.
If you’re interested in working with the world’s largest social media companies and online platforms, and building technologies to mitigate these issues, you’ve come to the right place. We are a small, global, mostly remote team and you can work remotely from Texas or California - if located in the San Francisco Bay Area, this role will be hybrid so you can join us at our headquarters in Palo Alto.
About the Role
We are seeking a highly skilled and experienced individual to join our team as a Trust & Safety Program Manager, reporting to the Director of Trust & Safety at TrustLab.
The Trust & Safety Program Manager is responsible for ensuring that TrustLab’s customers are getting the most value from using our products and services. You will work closely with the policy, operations, product, and engineering teams to develop and implement customized customer success plans focused on supporting our customers with content moderation and preventing abuse online. You have strong leadership, communication, and problem-solving skills. Experience in the internet Trust & Safety industry and familiarity with digital platforms is required.
Responsibilities
- Onboarding new customers and proactively identifying customer needs and desired outcomes
- Fostering trustworthy and highly communicative relationships with customers to ensure that TrustLab is exceeding its customers’ expectations
- Collaborating with cross-functional teams to handle customer escalations where applicable
- Ensuring customer retention and driving growth within our existing customer-base
- Collecting and analyzing customer feedback for product and process enhancements
- Identifying potential sponsors and advocates and preparing customer testimonials
- Promoting a culture of customer success and centricity throughout the organization
Minimum Qualifications
- Strong knowledge of online platforms, content moderation, user behavior analysis, and regulatory compliance
- Familiarity with industry standards, best practices, and emerging trends in Trust & Safety
- Strong analytical and problem-solving abilities, with a data-driven mindset to drive decision-making and continuous improvement
- Ability to thrive in a fast paced, dynamic environment, with a love of building policies and procedures from the ground up
- Bachelor’s degree in a related field such as Philosophy, Political Science, Public Policy, etc.
Preferred Qualifications
- 2-5+ years of program management experience on a digital platform’s Trust & Safety team
- Experience working with cross-functional stakeholders (both internal and external) to deliver a product or service
- Experience working in a start-up environment
Opportunities + Perks
- Competitive total compensation package with stock options at a rapidly growing Series A, VC-backed startup
- Comprehensive health insurance packages
- Remote-friendly, with the ability to work remotely from Texas or California (hybrid, in the SF Bay Area)
- Work from home office support to create the perfect at-home setup
- Individual wellness stipend
- Professional development opportunities
- Influence new product direction from idea to commercialization
- Help develop critical tech to solve one of the 21st century’s trickiest societal problems.