Team Lead, Trust and Safety
About The Position
As the Team Lead for Trust & Safety Operations, you'll play a central role in protecting the integrity of Zocdoc's marketplace — ensuring that patients, providers, and internal partners can trust how we make and enforce Trust & Safety decisions at scale. Trust & Safety depends on nuance, fairness, and consistency. In this role, you'll bridge strategy and frontline execution — ensuring that growth and the responsible adoption of AI never come at the expense of accuracy, accountability, or trust. You'll be a force multiplier for the team: providing the human judgment, coaching, and operational rigor that cannot be fully automated, while helping Zocdoc scale responsibly. This is a fully remote role open to candidates based anywhere in the United States.
Requirements
- Experience in Trust & Safety, Operations, Risk, or a similar function where policy enforcement and sound judgment are central to the work.
- Demonstrated experience as a team lead, mentor, subject matter expert, or informal leader who has supported others' performance and development.
- Fluency with AI-assisted workflows and tools (e.g., ChatGPT, Claude, or similar); ability to immediately apply AI to accelerate and elevate team output.
- A track record of making thoughtful, risk-informed decisions with incomplete information and documenting your rationale clearly.
- Strong written and verbal communication skills — with the ability to translate complex policies into clear, operational guidance.
- Comfort with metrics and QA frameworks: reading dashboards, spotting trends, and turning insights into action.
- An ownership mindset: you proactively surface risks, drive follow-through, and care deeply about the team's outcomes and health.
Responsibilities
- Translating strategy into action: supporting leadership in turning priorities into clear goals, workflows, and expectations for the team.
- Managing and improving AI-assisted workflows — documenting failure patterns and helping refine safeguards and escalation paths.
- Reviewing complex, escalated, or high-risk cases and partnering with ICs to reach sound, policy-aligned outcomes.
- Running or contributing to huddles, calibrations, and retrospectives — ensuring decisions are captured and followed through.
- Providing real-time coaching on case handling, documentation quality, tone, and policy interpretation.
- Monitoring operational health — including backlogs, SLAs, and error patterns — and raising flags when risks or bottlenecks emerge.
- Partnering with leadership and cross-functional stakeholders (e.g., Legal, Engineering) to clarify edge cases and sharpen playbooks and tooling.
- Supporting onboarding and ramp for new ICs through shadowing, 1:1s, and structured feedback.
Benefits
- Flexible work environment
- Competitive PTO
- 100% paid employee health benefit options (including medical, dental, and vision)
- 401(k) with employer-funded match
- Corporate wellness programs with Wellhub
- Sabbatical leave (for employees with 5+ years of service)
- Competitive paid parental leave and fertility/family planning reimbursement
- Cell phone reimbursement
- Employee Resource Groups and ZocClubs to promote shared community and belonging
- Great Place to Work Certified
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
