Director, Trust and Safety

| Greater NYC Area

Getting together with real people in real life makes powerful things happen. Side hustles become careers, ideas become movements, and chance encounters become lifelong connections. Meetup brings people together to create thriving communities. Show up. Change lives.


Meetup’s Customer Experience team is a diverse, creative group that knows every nook and cranny of Meetup, and they use that knowledge to support Meetup organizers and members around the world. To keep the Meetup ecosystem humming, the team trades thousands of emails with customers each month: they answer questions, offer advice, hunt down bugs, and reinforce Meetup’s Community Guidelines. They welcome new Meetup groups to the platform, assess member reports, and act as the voice of the Meetup customer within the company. We are a large, passionate, and ambitious group.


The Trust & Safety team is part of the Customer Experience group, tasked with ensuring that the platform is safe and enjoyable for millions of organizers and members by monitoring and detecting risks and mediating disputes through a combination of automated systems and human review. We are looking for an experienced senior trust and safety leader to own the strategy and day-to-day operations, serve as a key driver of vision, purpose, and continuous improvement within Trust & Safety team. The Director of Trust & Safety will partner with internal stakeholders to evolve and enforce policies that improve the quality of the Meetup community and customer experience. This is a significant leadership role responsible for driving results and leading the Trust & Safety team, increasing team efficiency and continuously improve the customer experience. This role will be located in our NY HQ building.


What you’ll get to do in this role:


  • Provide critical leadership in team handling of time-sensitive and escalated trust and safety issues across the Meetup platform: legal, privacy, and policy escalations. Lead Meetup’s response to claims of abuse, fraud disputes, and elevated risk case management.
  • Partner with policy counsel to help evolve guidelines that are clear, intuitive, and aligned with the company’s goals to address platform risks, moderate user-generated content, and maintain superior regulatory compliance.
  • Design and implement policies, procedures, and tools to help identify bad actors on the platform and minimize any associated disruptions to other users.
  • Create and conduct legal escalation training for the team, including workflows for general legal questions, reports of criminal activity, intellectual property infringement escalations, civil and government information requests, etc.
  • Take ownership of delivering high-quality, fast support by ensuring consistent SLA delivery through effective scheduling and staffing practices, quality assurance monitoring, and performance management.
  • Work collaboratively with other Meetup teams including customer support, legal, product managers, design, UX, engineering, etc. to identify critical trust and safety issues and develop effective, sustaining solutions.
  • Monitor team performance, identify team and individual accomplishments and improvement opportunities, mentor direct reports and foster professional development of the team.
  • Own the management of large-scale trust and safety initiatives and ensure project and resource alignment with departmental and company goals.
  • Proactive research of industry trends and standards to help anticipate policy issues and ensure that Meetup is ahead of the curve and our brand and members are protected.
  • Hire, retain, and develop top talent and create and foster a healthy team culture.
  • Inspire and motivate the team to drive results and help one another succeed.
  • Act as a subject matter expert to the company in advising and advocating on matters related to keeping our customers safe and in line with industry standards.

What makes you perfect for this role: 

  • Relevant BA/BS degree or greater (master’s degree a plus).
  • 5+ years of people management experience.
  • You’re considered an expert in the realm of trust and safety operations, have a passion for privacy and risk management, and have demonstrated experience helping teams adopt best practices, mitigate spam, handle NSFW content.
  • Familiarity with US and EU regulations, GDPR, and a general understanding of other international policy and compliance issues as it pertains to the Meetup business model.
  • You’re a critical thinker, capable of breaking down and solving complex problems.
  • You have extraordinary communication and interpersonal skills. 
  • Ability to influence multiple stakeholders at various levels and across disciplines.
  • You’re adaptable and resilient in nature, with the ability to quickly pivot - and bring your team along for the ride - as our strategies and business plans evolve.
  • Ability to navigate large data sets to identify issues, trends, and make improvements
  • Experience with SQL, Looker, and third-party spam enforcement tools.

Our team is bold, supportive, and passionate about bringing people together IRL to create community for everyone. We care about moving fast, real-world change, and building diverse, dynamic teams. You in?

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  • Engineering
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    • JIRAManagement
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Location

Meetup is in the vibrant and trendy SoHo neighborhood. Just steps away from the BDFM6 and a short hop and skip to the NQRW.

An Insider's view of Meetup

What does your typical day look like?

As an engineer at Meetup, my mission is to build things that help product teams focus on our users and develop our product faster and with better quality. My team mob programs or pair programs by default, which works great for us because it increases code and architecture, knowledge sharing, focus, productivity and team bonding.

Jaclyn Jiménez

Senior Full Stack Engineer

How does the company support your career growth?

I created my own professional development path by participating in the Employee Resource Group and Diversity & Inclusion council. Participating and organizing these company initiatives allowed me to stretch my leadership muscles, understand the value of empathizing with my colleagues, and appreciate the ability to use my voice to influence change.

Lee Upshur

Pro Support Specialist

What is your vision for the company?

Meetup empowers personal growth through real human connections because we see a future built on deep trust and collective effort. We are creating a world where people can turn to each other to improve their lives. We believe that real, human connection drives real change.

David Siegel

CEO

What's something quirky about your company?

What I enjoy the most about working at Meetup is the people. As a mission driven company with a focus on building community, our community sets a great example. I consider myself incredibly lucky to work amongst such incredible individuals. I feel seen, supported, and empowered to not only be my unique self, but to make the changes I know I can.

Irina Demchenko

Senior Support Specialist

What are Meetup Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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