Head of Optimization & Planning - USDS

Job description

Responsibilities About Team Our Trust & Safety Operations team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that Trust & Safety Operations team interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder. It is possible that this role will be exposed to harmful content on a daily basis. As the Head of Optimization & Planning USDS team, you will be responsible for translating business demands into system solutions to be executed by operations teams, and enhancing cross-functional processes needed to execute safety strategies requiring operations work. This work will include but not be limited to strategy and execution of cross-departmental business and continuous improvement initiatives, governance, risk, and compliance efforts, workforce planning and management, capacity management, performance analysis and reporting for USDS Trust and Safety content moderation, monetization integrity, user support, and crisis and escalation management workflows. This role must have experience in leading cross-functional teams. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time. Responsibilities - Oversee strategy and management of the Operations Systems Optimization team, including the following sub-teams: Trust & Safety risk and compliance programs, Workforce and Capacity Planning - Program Management: initiatives focused on aligning business processes across the Operations department including operational excellence and performance management - Guide planning for execution of safety strategies for the Trust & Safety Operations division to ensure team alignment - Design, implement and optimize workflows to enhance operational capabilities and balance efficiency and accuracy while ensuring scalability - Implement standard operating procedures (SOPs) to maintain consistency across relevant teams - Define and track key performance metrics, ensuring mo…