As Director of Trust & Safety and Customer Care, you’ll join our growing team and set the company’s central strategy for creating and enhancing the overall user safety and experience. Reporting directly to the CEO, this role will lead all Trust & Safety and Customer Experience initiatives and most importantly, be a champion for our users and make sure their experience is world-class. You will partner directly with senior leadership to implement change initiatives across the organization, align priorities with corporate strategy, and collaborate with the larger Match Group central safety team to ensure OkCupid’s Trust & Safety/Customer Care is of the highest quality. 

Responsibilities:

• Deeply understand the OkCupid business and the metrics that impact safety across the brand and identify strategies to move the needle
• Create an overall customer care vision and strategy that includes proactive care and elevated premium benefits
• Oversee Trust & Safety Operations and Customer Care teams’ day-to-day operations and provide
• coaching and feedback to ensure that the team maintains a high level of productivity and quality
• Advocate for safety for all users and identify opportunities to better mitigate risk
• Partner with senior leadership to continuously enhance and innovate the customer care in measurable terms based on customer feedback
• Provide strategic direction, partner with, and gain consensus from relevant stakeholders on key issues and initiatives and drive a vision focused on quality, inclusivity, delivery, sustainability and customer satisfaction
• Gather and analyze data, compile information, and use metrics to analyze trends within the Trust & Safety/Customer Care department
• Oversee the creation of internal and external guidelines and policies for the Trust & Safety and Customer Care teams, as well as ensuring the team is up to date on all policy, process and product changes
• Oversee all internationalization efforts for the Trust & Safety and Customer Care team
• Deliver member feedback to ensure end to end awareness among cross-functional teams; collaborate with internal and external partners to identify opportunities for improvement.
• Partner and collaborate with Match Group’s central safety team to identify safety products, polices and best practices which can be leveraged by OkCupid and other brands in the Match Group portfolio
• Effectively lead teams that manage third-party vendors and as appropriate, lead the selection of new vendors (negotiate, review, and approve partner contracts). Develop and monitor their performance, accuracy and quality of their work

Experience and Requirements:

• 10+ years of experience in relevant fields such as trust & safety, customer experience, fraud and/or risk environment within the digital/social media landscape
• 5+ years of experience leading and managing teams
• Bachelor’s Degree preferred
• Demonstrated desire for world-class customer care and the ability to translate user safety needs into innovative products and features.
• Possess a track record of leveraging insight and data analysis to determine the best ways to exceed member needs.
• Strong demonstrated track record of developing and implementing initiatives, practices, and plans in collaboration with senior leadership to capitalize on opportunities to enhance the overall customer care
• Possesses an extensive track record for change management, delivering cutting edge, technology-driven customer service and operational excellence
• Strong track record of hiring and developing great talent across a broad spectrum of geographies; delivering superior results and developing a customer focused culture; develops a succession management plan; proactively coaches and mentors direct reports and other individuals.
• Call center and vendor management experience is required. The ideal candidate will have experience selecting and managing call center relationships both domestically and internationally.
• Excellent oral and written communication skills
• Previous experience as a thought leader in the Trust & Safety and Customer Care space with a hunger for innovation

What’s in it for you?

- Competitive salary and full benefits, including Medical, Dental, Vision, and 401k

- Workstation and tools of your choice

- Paid attendance to conferences

- Complimentary catered lunch and an endless supply of snacks & drinks (in-office)

- Monthly snack boxes (remote)

- Company funded happy hours/events

- Discounted fitness membership with ClassPass

- Generous maternity and/or paternity leave and contributions towards fertility preservation

- A team full of incredibly curious and friendly people

OkCupid is an equal opportunity employer. We celebrate diversity and are deeply committed to fostering an inclusive environment for all employees.