Trust & Safety Operations Lead

Fora•New York City, NY

4d•$130,000 - $160,000•Onsite

About The Position

Fora is seeking a Trust & Safety Operations Lead to manage critical communications and operations within their community of independent travel advisors. This role is pivotal in maintaining trust by being the first point of contact for advisors, clients, and partners facing issues. It combines high-scale communication, operational efficiency, and dispute resolution. The position requires managing end-to-end case management, including chargebacks and fraud investigations, optimizing identity verification processes, and serving as the primary enforcement communicator. A key aspect is operationalizing work by identifying and automating repetitive tasks, and improving systems based on recurring issues. The role also involves defining, tracking, and reporting on key Trust & Safety operational metrics to cross-functional leadership.

Requirements

5+ years in customer-facing operations — support, account management, or customer success — including 3+ years in Trust & Safety or a directly adjacent enforcement function (content moderation, integrity, risk, fraud, or compliance operations) where you personally made and delivered policy decisions.
Experience at a 1099 marketplace, gig economy, or independent contractor platform strongly preferred.
Track record of owning a process, a queue, or a team rather than only working one — you make calls within a framework, document your reasoning, and escalate strategically rather than waiting for direction.
Experience owning a verification, compliance, or review process end-to-end, including setting the standards distributed or contract reviewers work to and holding decision quality consistent across them.
Proven ability to de-escalate complex, multi-party disputes and deliver enforcement decisions with empathy, precision, and professionalism across a wide range of scenarios.
Strong written communication skills; able to draft nuanced, human-first enforcement communications across sensitive situations including suspensions, policy violations, and offboardings.
Comfortable working across a multi-system tech stack, not just a single ticketing tool — including AI agent layers, internal admin tools, BI/data-warehouse platforms, identity verification systems, workflow automation, and issue tracking — and quick to pick up tools you haven't used before.
Demonstrated ability to build, not just operate — monitors, alerts, automated routing, or dashboards you created yourself, or a track record of scoping the right tool and partnering with its owners to ship it, with a clear focus on process improvement.
Based in NYC or willing to relocate.
Must be authorized to work in the US.

Responsibilities

Own end-to-end case management for advisor, client, and partner reports — intake, investigation, enforcement decision, communication, and resolution — including chargeback and fraud investigations and complex, multi-party disputes.
Hold a high-scale queue to defined SLA windows with audit-ready documentation, and escalate high-severity cases with a complete summary and recommended action.
Manage and optimize the identity verification (KYC) process end-to-end — owning the playbooks and decision thresholds and managing the distributed team of contract reviewers.
Serve as the primary enforcement communicator, and own the response template library behind it.
Be the human decision layer over the team's AI-assisted case tooling: review automated assessments and draft communications, override or escalate when the model misreads context, and translate recurring correction patterns into playbook, threshold, and template improvements.
Continuously operationalize the work — treating every repetitive manual task as a problem to be designed out rather than absorbed, and proposing or building the rules, alerts, dashboards, and automations that surface issues earlier.
Define, track and report on core T&S operational metrics — case volume, SLA adherence, resolution time, and enforcement action distribution — and deliver weekly and bi-weekly reporting to cross-functional leadership.