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Head of Trust and Safety Operations

Posted: 25 Sep 2020 Closes: 25 Oct 2020
London, England, United Kingdom Competitive
Permanent & Full-time DEP_4183786003

Depop has experienced over 200% growth in the past two years, and following our Series C round last summer led by General Atlantic, we're continuing to scale our team from 300 today to 500+ over the next two years to further support our mission to transform the fashion industry. We have 20 million creative and passionate Gen Z users, who are flying in the face of a nepotistic, wasteful and top-down industry and already making exciting change happen through the Depop platform.

Keeping our community safe on Depop requires both industry-leading policies and processes that allow us to enforce these policies. The trust and safety teams at Depop support our users through both direct support interactions as well as building scalable solutions to keep our community safe.

As we are growing our teams we are looking for an experienced Head of Trust and Safety Operations to lead and build out the teams to manage all day to day operations to keep our community safe. The role encompasses proactive moderation of listings content and users and is one of the key leadership roles as we scale up our global moderation activities to support Depop's growth and will be reporting directly to the VP of Trust and Safety.

Core Responsibilities:
  • Accountability for global content moderation operations including workforce management, QA and training for inhouse and external T&S specialists.
  • Lead the vendor management, platform policing and tooling teams for our day to day moderation activities.
  • Help transform Depop's Moderation operations and maximize impact of our workforce in partnership with internal cross-functional teams to build next generation services. Drive alignment on staffing, infrastructure, tooling investments.
  • Define and execute on strategies to maximize impact and efficiency of our workforce while delivering world class moderation services.
  • Lead and develop managers to further deepen domain expertise and foster a culture of integrity, service excellence, accountability, innovation, best practice sharing across a global operations team.
  • Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders.
Minimum Qualifications
  • Significant experience in Scaled Operations roles in domains such as content moderation, customer service, technical client support, compliance, risk, shared services, business process outsourcing, including people management experience.
  • Bachelor's/Master's degree.
  • Strategic thought leadership and analytical experience, identifying and leveraging opportunities and initiating programs to increase operational excellence.
  • Experience working/building relationships with cross-functional teams, delivering impact through communication, influencing teams towards achieving goals.
  • Proven track record of delivering transformational global workforce client experience.
  • Knowledge of all aspects of operations, specifically workforce management/tooling/capacity planning/project management/ compliance requirements.
  • Experience contributing at both strategic and operational levels.
  • Respect for other cultures and deep empathy for users.
  • Strategic thinker with analytical and creative problem-solving skills Analytical and problem solving experience
Preferred Qualifications
  • Experience working in the technology sector or other relevant fast paced environments
  • Technology/UGC platforms industry domain expertise.
  • Ability to remain calm and effective under pressure and coach teams to effectively navigate and communicate in a fast paced and ambiguous environment.
  • Experience in fiscal/budget management and commercial/contractual and sourcing experience.
GDPR Statement

When you apply to a job on this site, the personal data contained in your application will be collected by Depop Ltd, 08316342 ("Controller"), 9th Floor 107 Cheapside, London, United Kingdom, EC2V 6DN ("We", "Us") and can be contacted by emailing people@depop.com. Your personal data will be processed for the purposes of managing Controller's recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller's behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under [either the standard contractual clauses or the Privacy Shield]. You can obtain a copy of the standard contractual clauses by contacting us at people@depop.com.

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment.

Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

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