Job Description
ResponsibilitiesAbout the roleThe Head of Operations is a key leadership role responsible for defining, executing, and scaling the global operational strategy across in-house and outsourced sites. This leader will oversee a global network of operational hubs and vendor partners, ensuring consistent delivery, operational resilience, and strategic alignment with business priorities.This role combines strategic foresight, operational excellence, and cross-functional influence driving transformation across process, performance, and people dimensions. The successful candidate will serve as a key thought partner to senior leadership, championing innovation, automation, and efficiency to support Trust & Safety worldwide.ResponsibilitiesGlobal Strategy & LeadershipDefine and lead the global operations strategy to ensure scalability, efficiency, and alignment with Trust & Safety and Customer Support objectives.Translate organizational priorities into operational roadmaps that optimize delivery models, workforce allocation, and vendor partnerships across all regions.Act as a trusted advisor to senior executives providing insights on operational trends, capacity planning, cost optimization, and risk management.Drive cross-regional harmonization of processes, KPIs, and governance frameworks to ensure global consistency.Champion innovation and automation in operations partnering with Product, Data, and AI teams to embed technology-driven efficiencies and predictive insights.Operational Excellence & PerformanceOversee global delivery performance across internal operations and outsourced partners, ensuring adherence to SLAs, quality, and customer satisfaction metrics.Establish a global governance structure including QBRs, performance scorecards, and executive dashboards to track efficiency, quality, and vendor ROI.Develop playbooks and best practices that enable rapid scaling and consistent execution across diverse operational sites.Lead crisis management and operational continuity planning to maintain business resilience and compliance in dynamic environments.
Responsibilities + Skills
Education
Lead and develop a high-performing global operations leadership team, fostering a culture of excellence, inclusivity, and data-driven accountability.Set a clear vision for leadership development, talent mobility, and organizational design to support evolving business needs.Create and nurture a strong feedback culture that encourages continuous learning, improvement, and ownership across all levels.Serve as a visible, empathetic leader connecting strategy to execution and inspiring teams across regions and time zones.
Experience
