Manager - Trust & Safety Operations Support

Job Description

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 275,000 neighborhoods across 11 countries.

The Neighborhood Operations team is a collaborative team obsessed with operational excellence. We are looking for a skilled Manager, Trust & Safety Support Operations.

As a Manager, Trust & Safety Support Ops, your mission is to develop, scale and manage our support team in close partnership with our outsourced support vendors. You will ensure that we have a support network that is optimized to deliver a world-class support experience for our members, customers and partners. If you’re a structured thinker and an analytical problem solver, who excels at balancing strategy with execution, come join us!

Your responsibilities will include:

• Managing BPO vendors for day-to-day operations and service delivery metrics
• Determining resource allocation for effective moderation, improving the quality of moderation operations, and ensuring a positive support experience for neighbors
• Helping to develop our overall sourcing strategy: who we partner with and who does what kind of work when, where, and how
• Managing, coaching and mentoring two direct reports to build processes to scale and drive operational excellence
• Ensuring top issues are addressed in a timely manner through cross-functional collaboration as well as advocating for the user and driving enhanced user experience
• Providing requirements, in partnership with the Program Manager, to build and improve moderation processes, analytics, and internal moderation tools
• Leveraging data and insights to identify opportunities to improve the speed, quality, efficiency, effectiveness and customer experience
• Running weekly business reviews, QA calibrations, and workforce management syncs
• Contributing to the long-term operational strategy and support model, contract negotiations, vendor selection and continuous improvements of business processes
• Collaborating with Trust & Safety Engineering teams on various projects, including tool development, research and experimentation, and data and analytics
• Working with our training team to develop training and procedures for frontline agents and with our policy team to ensure guidelines can be enforced in a scalable fashion

• 5+ years experience in scaled content moderation support with 3+ years of experience managing direct reports
• Experience delivering world-class customer experience against core metrics, as well as process improvement
• Experience supporting and optimizing a multi-channel CX strategy
• Skilled at querying for data and organizing taxonomies of information
• The ability to connect and communicate with a wide range of people and teams and can provide clear directions and expectations
• Entrepreneurial mindset (self-motivated, tenacious, resourceful, no handbook necessary)
• Passion for improving the user experience with a focus on trust & safety
• Strong proficiency with technology including Salesforce Service Cloud, CRM systems, Google Docs, and Excel. Investigative and fraud prevention tools preferred
• BA/BS or work equivalent

• Experience in other facets of Trust & Safety such as fraud detection and prevention
• Experience with SQL, Looker or other data analytics tools

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.