Director, Trust & Safety
WHAT WE DO MATTERS:
At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success.
We are seeking a seasoned operations leader to build, scale, and lead the Trust & Safety function within our global Customer Experience organization. This role will play a critical part in ensuring that our customer interactions, behaviors and ecosystem remain safe, compliant, and aligned with our brand promise. The Director will collaborate closely with the Director of Platform Policy to define and implement operational standards across our global brands. They will deliver scalable execution across regions, with particular focus on fraud prevention, policy enforcement, risk monitoring, incident response, and continuous improvement.
Why This Role Matters
As our business grows globally, the trust our customers place in us becomes increasingly fundamental. The Director of Trust & Safety will ensure that we maintain that trust by designing and operating mechanisms that protect our customers, our brand, and our ecosystem. This is an opportunity to lead a critical operational domain, influence the company’s trajectory and help shape how millions of customers engage safely with our services.
RESPONSIBILITIES:
- Build and lead the operating model for Trust & Safety globally, including staffing and process design.
- Work closely with the Director of Platform Policy to operationalize the enforcement of individual policies, Community Guidelines, and Terms of Use.
- Define, track and report on key metrics (e.g., incident volume, fraud rates, time to resolution, policy escalation trends), and use data to drive continuous improvement.
- Partner with Product, Engineering, Policy, Legal/Compliance, Customer Support, and Analytics to embed trust &safety imperatives into workflows, new features, and customer touchpoints.
- Own incident response for high-impact trust & safety events (e.g., fraudulent behavior, policy violations, platform abuse), lead root-cause investigations, corrective actions and cross-functional communication.
- Manage vendor and outsourcing relationships (e.g., third-party review providers, 24/7 operations) to ensure global coverage and service levels.
- Lead and develop a high-performing team; establish clear roles, KPIs, coaching and career development for direct reports.
- Provide operational oversight including budget planning, staffing forecasting, process optimization and supply-demand modelling for global operations.
- Drive change management, scaling of processes, and optimization of workflows to support rapid growth while maintaining operational excellence.
SUCCESSFUL CANDIDATES HAVE:
- 8+ years of operations, risk, fraud, trust & safety or related field in a high-growth or technology environment; preferably 5+ years in a leadership role.
- Strong track record managing global operations across multiple time zones, regions and cultures.
- Proven experience building or scaling trust, safety, fraud prevention or moderation teams and processes.
- Excellent analytic skills and comfort using data to drive decisions, with fluency in defining metrics and KPIs.
- Demonstrated collaboration with policy, product, and engineering teams to embed safety and risk controls throughout the customer journey.
- Exceptional communication and leadership skills - able to influence senior stakeholders and drive cross-functional alignment.
- Vendor management experience and ability to build a reliable global operating model (with multiple time zones and languages).
- Deep understanding of regulatory, compliance and data privacy issues (e.g., GDPR, consumer protection, platform liability) is a plus.
- Comfort reading, viewing, discussing, and writing about potentially disturbing content and subject matter daily (e.g. hate speech, financial harms, online harassment, adult material.)
- Comfort working in a fast-moving, ambiguous environment and driving clarity and structure.
WORK MODEL:
This role is Together@TKWW-eligible. If you’re based in NYC, we follow a hybrid schedule, balancing in-office collaboration of days a week and work-from-home flexibility. If you’re in Austin, this position is remote for now, with the potential to shift to a hybrid model as our local team grows.
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job. Together, we have an incredible opportunity to make it even easier for our customers to plan life’s most meaningful moments and for our small business owners to grow and scale. We would love to have you with us on our journey.
WHAT WE LOVE ABOUT YOU:
- Commit to our customers: You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments.
- Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision.
- Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully.
- Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way. You love to win, together.
WHAT YOU LOVE ABOUT US:
We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter, both in and out of the office.. We offer flexible vacation, generous parental leave, and prioritize initiatives that support the growth, development, and happiness of our people.
- For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection.
- For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings.
To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.
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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
Privacy Notice: The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.
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