Associate Director, Trust & Safety - Platform Operations

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. 

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! 

Available Locations: Washington, Remote

About the role

People need to Trust Cloudflare. Our team is responsible for trust in everything that Cloudflare does. Trust & Safety responds to claims of abuse and legal requests for private customer data for a vast and diverse customer base while maintaining Cloudflare’s core principles of transparency, consistency, and due process. We navigate the complex web of country-specific law enforcement demands and content-related regulations on a global scale.

We are looking for a global leader of Cloudflare’s Trust and Safety Platform Operations team. In this role, you will manage a team of Trust & Safety investigators who triage sensitive and nuanced allegations of abuse. This role reports to the VP, Global Head of Trust & Safety.  

What you'll do

• Help build and lead a world-class globally-distributed team.
• Develop and implement strategies to handle abuse complaints regarding DMCA, phishing, fraud, CSAM, ICANN domain compliance and other escalated issues
• Design and scale processes for efficient and accurate handling of abuse reports made to Cloudflare.
• Provide leadership, guidance and career development to a team of Platform Operations investigators.
• Be responsible for managing operations seamlessly and ensuring that Service Level Objectives (SLOs) are met.
• Educate and influence product teams to build and improve tools to drive improvements and increase efficiencies.
• Partner with the Policy, Legal, and the Product teams to ensure our policies and guidelines can be enforced in a scalable fashion.
• Drive operational efficiencies and automation of existing processes.
• Deal with sensitive content and emotionally charged escalations with tact and a calm demeanor.
• Aid in the ongoing publication of Cloudflare’s Transparency Report.
• Spearhead data-driven metrics tracking and reporting for the entire Platform Operations Team. 
• Engage with senior stakeholders to demonstrate the value and scale of Trust & Safety at Cloudflare.

Responsibilities

• 8+ years experience in a Trust & Safety or related customer support role at an Internet service provider or hosting provider processing abuse reports.
• 8+ years experience leading a team effectively with a strong focus on mentorship and career growth.
• Working knowledge of DNS and how the Internet works.
• Familiarity with DMCA (Digital Millennium Copyright Act), copyright, and trademark issues.
• Experience working collaboratively with senior cross-functional senior leadership.
• Experience managing sensitive content and emotionally charged escalations with tact and a calm demeanor.
• Strong analytical skills with experience telling data-driven stories.
• Excellent verbal and written communication skills.
• Strong communication and presentation skills across technical and non-technical audiences.
• Technologically savvy, curious, up to date with digital trends and applications.

Bonus Points:

• You already use and understand some of Cloudflare’s products.
• You have experience producing a transparency report.
• You have working knowledge of financial fraud.
• You have working knowledge of the ICANN Compliance process.

Compensation

Compensation may be adjusted depending on work location.

• For New York City, Washington, Washington D.C. and California (excluding Bay Area) based hires: Estimated annual salary of $243,000 - $297,000.

Equity

This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family.  Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!  The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer.  We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.  All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.  If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.