Director, Trust & Safety

Xo Group • New York, NY

7d • Hybrid

About The Position

WHAT WE DO MATTERS: At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We're united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success. ABOUT THE ROLE AND OUR TEAM: We are seeking a seasoned operations leader to build, scale, and lead the Trust & Safety function within our global Customer Experience organization. This role will play a critical part in ensuring that our customer interactions, behaviors and ecosystem remain safe, compliant, and aligned with our brand promise. The Director will collaborate closely with the Director of Platform Policy to define and implement operational standards across our global brands. They will deliver scalable execution across regions, with particular focus on fraud prevention, policy enforcement, risk monitoring, incident response, and continuous improvement. Why This Role Matters As our business grows globally, the trust our customers place in us becomes increasingly fundamental. The Director of Trust & Safety will ensure that we maintain that trust by designing and operating mechanisms that protect our customers, our brand, and our ecosystem. This is an opportunity to lead a critical operational domain, influence the company's trajectory and help shape how millions of customers engage safely with our services.

Requirements

• 8+ years of operations, risk, fraud, trust & safety or related field in a high-growth or technology environment; preferably 5+ years in a leadership role.
• Strong track record managing global operations across multiple time zones, regions and cultures.
• Proven experience building or scaling trust, safety, fraud prevention or moderation teams and processes.
• Excellent analytic skills and comfort using data to drive decisions, with fluency in defining metrics and KPIs.
• Demonstrated collaboration with policy, product, and engineering teams to embed safety and risk controls throughout the customer journey.
• Exceptional communication and leadership skills - able to influence senior stakeholders and drive cross-functional alignment.
• Vendor management experience and ability to build a reliable global operating model (with multiple time zones and languages).
• Comfort reading, viewing, discussing, and writing about potentially disturbing content and subject matter daily (e.g. hate speech, financial harms, online harassment, adult material.)
• Comfort working in a fast-moving, ambiguous environment and driving clarity and structure.

Nice To Haves

• Deep understanding of regulatory, compliance and data privacy issues (e.g., GDPR, consumer protection, platform liability) is a plus.

Responsibilities

• Build and lead the operating model for Trust & Safety globally, including staffing and process design.
• Work closely with the Director of Platform Policy to operationalize the enforcement of individual policies, Community Guidelines, and Terms of Use.
• Define, track and report on key metrics (e.g., incident volume, fraud rates, time to resolution, policy escalation trends), and use data to drive continuous improvement.
• Partner with Product, Engineering, Policy, Legal/Compliance, Customer Support, and Analytics to embed trust &safety imperatives into workflows, new features, and customer touchpoints.
• Own incident response for high-impact trust & safety events (e.g., fraudulent behavior, policy violations, platform abuse), lead root-cause investigations, corrective actions and cross-functional communication.
• Manage vendor and outsourcing relationships (e.g., third-party review providers, 24/7 operations) to ensure global coverage and service levels.
• Lead and develop a high-performing team; establish clear roles, KPIs, coaching and career development for direct reports.
• Provide operational oversight including budget planning, staffing forecasting, process optimization and supply-demand modelling for global operations.
• Drive change management, scaling of processes, and optimization of workflows to support rapid growth while maintaining operational excellence.

Benefits

• We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter, both in and out of the office.
• We offer flexible vacation, generous parental leave, and prioritize initiatives that support the growth, development, and happiness of our people.
• Together@TKWW is our approach to hybrid work. It's designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward. For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection. For roles not eligible for in-office expectations , we support connection through virtual collaboration and intentional gatherings.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed