Associate Director, Trust & Safety - Platform Operations

The Associate Director, Trust & Safety - Platform Operations at Cloudflare is responsible for managing a team that handles various trust and safety complaints, including DMCA issues and fraud. The role involves developing strategies for effective complaint management, ensuring operations meet service objectives, and fostering collaboration with cross-functional teams on policy and product improvements.

Candidates for the Associate Director, Trust & Safety - Platform Operations at Cloudflare should have over 8 years of experience in a trust and safety or related role, as well as leadership experience. A strong understanding of DNS and the Internet, familiarity with DMCA regulations, and excellent communication skills are essential for success in this position.

At Cloudflare, the Trust & Safety team approaches sensitive content and emotionally charged escalations with professionalism and calmness. The Associate Director plays a crucial role in training and mentoring the team to handle such situations tactfully while ensuring objective analysis and adherence to company policies.

The Associate Director, Trust & Safety - Platform Operations at Cloudflare is not just a leadership position but also an opportunity for personal and professional growth. The company values mentorship and provides ample resources to foster leadership skills, encouraging employees to grow within the organization.

By leading the Trust & Safety - Platform Operations team at Cloudflare, the Associate Director significantly contributes to the protection of millions of Internet properties. This role influences company policies, reporting, and operational efficiency, making a real difference in how Cloudflare maintains its commitment to a safer Internet.

When answering, detail your background in managing trust and safety initiatives, focusing on specific regulations you've worked with and the outcomes achieved. Mention how you’ve developed or enforced policies in past roles, emphasizing collaboration with cross-functional teams.

Demonstrate your ability to maintain professionalism and composure under pressure. Share specific examples where you successfully resolved complex escalations, highlighting your communication skills and how you balanced empathy with the need for resolution.

Discuss your experience with process improvement and automation, providing concrete examples where you’ve successfully streamlined operations. Include thoughts on data-driven metrics that would guide these enhancements in the Trust & Safety space.

Explain your knowledge of the Digital Millennium Copyright Act, including how it affects trust and safety operations. Share experiences where you’ve navigated DMCA issues, and illustrate your ability to educate teams or develop training around compliance.

Emphasize your leadership style and methods for maintaining team cohesion, such as regular communication, leveraging technology for collaboration, and fostering an inclusive team culture that values diverse perspectives.

Describe your experience with data analytics in a trust and safety context, focusing on how you can use metrics to track performance, identify trends in abuse reports, and drive strategic decisions that impact the overall operations positively.

Highlight examples of how you’ve worked with legal and policy stakeholders to inform and develop trust and safety best practices, as well as any policy changes or enhancements you've successfully championed in your previous roles.

Discuss specific tools and technologies you are familiar with that enhance trust and safety operations. Include insights on how these tools can improve reporting processes, case management, or data analysis.

Share your passion for creating a safer Internet and how your values align with Cloudflare’s mission. Explain how this motivation drives you to navigate challenges while supporting the trust and safety functions effectively.

Provide insights into trends you foresee in trust and safety, such as increased regulation, emerging technologies, or evolving customer expectations. Discuss how you would proactively prepare teams for these changes while maintaining Cloudflare's mission and values.