Director, Trust, Safety & Support Operations

Job Description

TRUST AND SAFETY
What We Do
The Epic Trust, Safety, and Support (TSS) team is responsible for the company's content and conduct policies and moderation, safety features, and player support. The team builds and supports policies and processes to maintain a safe and inclusive environment for all players, developers and creators in the Epic ecosystem. We are constantly evolving our tools and our approach to moderation to go beyond the industry standard and ensure our players have positive interactions with our games and our products.
What You'll Do
We are seeking an experienced Director of Operations to lead the global Trust & Safety and Player Support operations team. This role will oversee operations for player support, moderation, incident management, and enforcement at scale across Epic's products. You will manage a global team, drive operational excellence, and ensure our platforms remain safe, inclusive, and equitable for millions of players.
In this role, you will
• Set the operational strategy for the Trust and Safety and Player Support functions.
• Oversee vendor management and implement scalable operational frameworks to ensure consistent and effective support, moderation and incident management.
• Manage the team that leads agent and moderator training, and operates the knowledge base that powers the self-service portal for players, agent-facing articles and moderator guidance.
• Establish a quality program that drives accuracy, consistency and performance across moderation and player support.
• Establish analytic rigor across operations that enables the team to identify risks, and establish performance metrics for strategic initiatives and the team as a whole.
• Handle high-priority escalations, making sound decisions under pressure while maintaining clear communication with stakeholders.
• Collaborate with cross-functional teams (policy, legal, product, engineering, and public policy) to align operations with company goals and industry standards.
• Drive continuous improvement in processes, tools, and team performance to optimize operational efficiency and effectiveness.
• Stay informed on emerging trends, risks, and best practices in trust and safety and player support, particularly in gaming, to proactively address challenges.
• Foster a collaborative, inclusive, and supportive team culture that values open communication and diverse perspectives.
What we're looking for
• 10+ years of operational experience in Trust and Safety and/or Player Support, with a proven track record of managing global teams and incident management at scale.
• Experience leading operations for platforms with content and 100M+ users; gaming industry experience is a strong plus.
• Exceptional leadership and people management skills, with experience building and scaling high-performing, diverse teams.
• Strong decision-making and problem-solving abilities, particularly in high-pressure, high-visibility situations.
• Expertise in developing and implementing operational processes and tools to support large-scale moderation and enforcement.
• Ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels.
• Proactive, results-driven mindset with a focus on continuous improvement and operational excellence.
• Comfortable working in a fast-paced, dynamic environment while managing multiple priorities.
• Availability to handle high-priority escalations outside normal business hours.
• A team player who fosters a positive, inclusive culture and champions knowledge-sharing.
This role is open to multiple locations across the US (including CA, NYC, & WA).

Pay Transparency Information
The expected annual base pay range(s) for this position are detailed below. Each base pay range is relevant only for individuals who are residents of or will be expected to work within the specified locale. Compensation varies based on a variety of factors, which include (but aren't limited to) things such as skills and competencies, qualifications, knowledge, and experience. In addition to base pay, most employees are eligible to participate in Epic's generous benefit plans and discretionary incentive programs (subject to the terms of those plans or programs).
New York City Base Pay Range
$159,852 — $234,450 USD
California Base Pay Range
$159,852 — $234,450 USD
Washington Base Pay Range
$159,852 — $234,450 USD

Note to Recruitment Agencies: Epic does not accept any unsolicited resumes or approaches from any unauthorized third party (including recruitment or placement agencies) (i.e., a third party with whom we do not have a negotiated and validly executed agreement). We will not pay any fees to any unauthorized third party. Further details on these matters can be found here.

Jobcode: Reference SBJ-qkkxwm-216-73-216-50-42 in your application.