Job Description

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Job Summary:

Epic Games is a leading company in the gaming industry, known for its innovative approach to game development and engine technology. They are seeking a Director of Trust & Safety Strategy and Operations to lead a team focused on enhancing user safety through effective content moderation and operational excellence. This role involves overseeing operations, managing a high-performing team, and collaborating with various departments to ensure a safe and trustworthy platform for users.

Responsibilities:

• Oversee day-to-day execution and long-term planning for Trust & Safety operations, including content moderation, escalations, quality programs, support workflows, and vendor operations

• Set and execute against a multi-quarter roadmap to evolve and scale Trust & Safety operations in alignment with broader company objectives

• Manage and grow a team of ICs across operations, quality, support and escalation functions; foster a high-performing and inclusive team culture

• Identify inefficiencies, define KPIs, and drive continuous improvement in workflows, tools, and support channels to ensure timely, accurate moderation

• Develop and evolve QA frameworks and calibration programs that improve accuracy, reduce harm, and ensure alignment with evolving policies and platform risk

• Partner closely with Policy, Legal, Product, Engineering, and Player Support teams to improve tooling, policy implementation, and decision accuracy

• Own the high-severity escalation program, including cross-functional incident response for sensitive content, legal/regulatory requests, and executive-level inquiries

• Partner with Legal and Compliance to define, build, and maintain moderation practices that meet regulatory requirements across a broad range of compliance spaces

• Anticipate emerging content risks and lead efforts to design proactive detection, mitigation, and response strategies

• Identify moderation tooling gaps and improvements, and define requirements for tooling development.

Qualifications:

Required:

• Strategic and operational leadership experience in Trust & Safety operations.

• Deep operational expertise in content moderation, escalations, quality assurance, and user support workflows.

• Experience managing and mentoring senior individual contributors across multiple functional pillars.

• Ability to develop scalable systems and build cross-functional partnerships.

• Experience in overseeing day-to-day execution and long-term planning for Trust & Safety operations.

• Ability to set and execute against a multi-quarter roadmap to evolve and scale Trust & Safety operations.

• Experience in identifying inefficiencies, defining KPIs, and driving continuous improvement in workflows.

• Ability to develop and evolve QA frameworks and calibration programs.

• Experience partnering with Policy, Legal, Product, Engineering, and Player Support teams.

• Experience owning high-severity escalation programs and cross-functional incident response.

• Ability to anticipate emerging content risks and lead proactive detection, mitigation, and response strategies.

• Experience in defining requirements for moderation tooling development.

Company:

Epic Games is an interactive entertainment company that develops games and offers its game engine technology to other developers. Founded in 1991, headquartered in Cary, North Carolina, USA, team size 1001-5000 employees, currently Late Stage. Epic Games has a track record of offering H1B sponsorships.

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