Own incident operations end to end (intake, triage, resolution) across player, community, and staff reports; deliver timely, consistent, audit-ready outcomes against SLAs. Lead investigations into complex or high-impact incidents, providing clear, evidence-based findings and recommendations for action. Partner with product, engineering, and operations teams to design and evolve Trust and Safety systems, tools, and workflows that proactively reduce risk and promote safe player experiences. Develop and maintain internal policies, escalation procedures, and knowledge bases that support consistent and transparent incident handling. Identify systemic risks or process gaps, and drive cross-functional initiatives to address them through improved tooling, automation, or policy changes.
Stay current on relevant laws, regulations, and industry standards related to online safety, moderation, and digital trust. 6+ years of experience in Trust and Safety, investigations, risk management, or related operations within a live-service or technology-driven organization. Demonstrated expertise in conducting complex investigations —leveraging OSINT, social media analysis, and data-driven methods. Experience leading sensitive or high-impact incidents from intake through resolution, including documentation, stakeholder communication, and post-incident review. Proven track record of identifying operational gaps and collaborating across teams to strengthen safety workflows and reporting mechanisms. Familiarity with safety systems, moderation tools, and compliance frameworks relevant to online communities. Strong investigative and analytical skills, with the ability to interpret data, identify patterns, and recommend actionable solutions. Excellent written and verbal communication skills, with the ability to present findings and advocate for safety initiatives to technical and non-technical audiences. Highly organized, self-directed, and able to manage multiple priorities in a dynamic environment. Experience in SQL, building dashboards, data collection, visualization, or experience in a scripting/programming language.
