Operations Lead, Trust & Safety

Job Description

TRUST & SAFETY

What We Do

The Epic Trust and Safety team provides a safer experience for Epic users. We work across multiple products and services to improve technology and craft transparent policies so our players and users can have positive experiences on our platforms.

What You'll Do

The Operations Lead will define strategy for the operations vertical, and lead a diverse 24/7 staffed team that upholds policies within Fortnite and the other products across the Epic Ecosystem. They should be comfortable with difficult subject matters: hateful content, violent content, CSAM, etc.

In this role, you will
• Provide management, oversight, and direction to remote agents on a 24/7 staffed team
• Stay up-to-date on and work within established business guidelines with vendor Managed Services provider
• Work with key stakeholders to craft policies that can be operationalized while ensuring customer safety and encouraging service growth
• Manage a notification and change process as new policies and processes are implemented
• Coordinate with partner teams to continuously improve operational processes via tooling, telemetry, and communications
• Analyze process workflow, employee and space requirements to identify gaps and opportunities for efficiency gains
• Adapt quickly to rapidly evolving and highly ambiguous situations, while maintaining good judgment, professional composure, and the ability to triage or prioritize operational decisions for highest impact with limited information
• Communicate complex concepts to varied audiences, including implementation details to agents and impact assessments to leadership, PR and Legal teams.
• On-call for 24x7 imminent threat escalations

What we're looking for
• BS/BA degree or equivalent work experience
• Experience managing a 24/7 operation
• Strong written and verbal skills
• Experience crafting & implementing processes
• Business Analysis skills
• Basic Knowledge of Tableau reports and usage (or other data visualization tools)
• Basic Knowledge of Jira (or other bug tracking software)
• Basic Program Management Skills including handling multiple projects and creating and improving team processes, tools, and efficiencies
• Experience drafting SOWs for new projects and contracts
• Experience with start-up scaling and maturing existing operations

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-gwzpxk-3-142-144-40-42 in your application.