Trust & Safety Operations Manager

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.

ABOUT THE ROLE AND OUR TEAM:

We are looking for a strategic, empathetic, and detail-oriented Trust & Safety Operations Manager to lead our growing Trust & Safety Operations team in Delhi. In this role, you will transition from execution to leadership, overseeing a team of analysts on the front lines of safety operations. You will be responsible for ensuring your team accurately investigates reports, enforces policies, and maintains a trusted user experience across The Knot and WeddingWire platforms during critical weekend and US daytime hours.

This is an ideal role for an experienced Trust & Safety professional who has spent the last few years mastering core operations and is now established in their people-management career. You will manage daily queue performance, mentor analysts, handle high-stakes escalations, and collaborate with global leadership to protect our community and brand reputation at scale.

RESPONSIBILITIES:

• Team Leadership & Development: Lead, mentor, and coach a team of Trust & Safety Analysts. Conduct regular 1-on-1s, provide constructive feedback, and support career development.
• Operations & SLA Management: Oversee daily queue workflows to ensure the team resolves safety tickets and user escalations within established SLAs, quality benchmarks, and policy guidelines.
• Escalation Management: Serve as the primary point of contact for complex, ambiguous, or high-stakes safety escalations from the team, making final calls on enforcement actions.
• Performance & Quality Assurance: Monitor team performance metrics and quality assurance (QA) scores. Identify knowledge gaps and implement targeted training or process improvements.
• Trend Analysis & Reporting: Analyze casework trends, fraud patterns, or policy gaps. Provide data-driven insights and regular operational reports to global leadership.
• Cross-Functional Collaboration: Partner with Policy, Product, Legal, and Engineering teams to support the testing and deployment of new workflows, moderation tools, or guidelines.
• Culture & Well-being: Foster a resilient, inclusive, and supportive team culture, actively managing wellness initiatives for a team handling sensitive content.

SUCCESSFUL CANDIDATES HAVE:

• Domain Expertise: 5+ years of total experience in Trust & Safety, content moderation, risk operations, or fraud prevention.
• Leadership Experience: 1–2 years of direct people management experience, ideally leading queue-based operations or distributed teams.
• Operational Excellence: Proven experience managing team SLAs, KPIs, and implementing QA frameworks in a fast-paced environment.
• Strong Judgment: Exceptional analytical skills and sound decision-making capabilities, with a proven track record of handling high-stakes or sensitive escalations calmly and fairly.
• Communication Skills: Excellent written and verbal English communication skills, with the ability to translate complex policy matters into clear feedback for the team and stakeholders.
• Technical Familiarity: Deep experience with enterprise ticketing and moderation platforms (e.g., Zendesk, Sift, or proprietary tools), and proficiency in utilizing data metrics to drive team performance.
• Adaptability: Flexibility to work a non-traditional schedule (Saturday–Wednesday, US Eastern time zone hours) to ensure seamless global coverage.

WORK MODEL:

This role is Together@TKWW-eligible and based near one of our office hubs. You’ll be expected to work in the office two days a week as part of our hybrid work model.

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.