Job Description

About the team

The Account, Search & Interaction Safety Team is a lean, agile team dedicated to safeguarding user interactions across Account, Search, Comments and Messages. Our mission is to adapt quickly and respond effectively to the evolving demands of platform safety. By streamlining workflows and establishing efficient operational processes, we prioritize rapid problem-solving to support moderation efforts and provide seamless cross-team collaboration to address safety concerns proactively.

We serve as the primary team for evaluating safety metrics and assessing the performance of both human moderation and machine-driven systems, ensuring that our safety standards remain robust and impactful. Working closely with frontline teams, we bring policies to life by providing ongoing guidance and operational support that aligns with our strategic business objectives. Through strong partnerships with Product, Data Science, Policy, Algorithm, ADSO-Search Operations, and front-line teams, we leverage diverse expertise to tackle safety challenges unique to user interactions.

With a commitment to data-driven improvement, we have developed a comprehensive metrics system to evaluate operational effectiveness, including moderation efficiency, quality metrics, and machine performance. By regularly monitoring and enhancing our processes, we work to exceed safety targets, close performance gaps, and continuously elevate the quality of platform interactions.

Our team also leads to building scalable, adaptable safety processes that meet both current and future needs. Through continuous process development, we ensure sustainable efficiencies and maintain operational excellence, evolving with the demands of a safe and thriving community.

Responsibilities

1. Global Quality Framework & Strategy

- Design, standardize, and continuously evolve the global quality framework, including methodologies, metrics, and evaluation models

- Ensure alignment between quality standards and policy intent, product requirements, and business objectives

- Establish scalable and future-ready quality models that can be adapted across different markets and operational complexities

2. Quality Governance & Standards

- Own and enforce global quality governance mechanisms, including audit structures, calibration standards, and compliance processes

- Define quality benchmarks, KPIs, and SLAs across all markets

- Ensure consistency, transparency, and accountability in quality measurement and reporting

3. Quality Improvement & Optimization

- Identify systemic quality gaps and drive structured improvement initiatives at a global level

- Lead root cause analysis and translate insights into actionable solutions (process, policy, training, tooling)

- Partner with cross-functional teams to implement continuous improvement programs

4. Market-Level Quality Performance

- Oversee quality performance across markets, ensuring alignment with global standards while allowing for market nuances

- Support markets in diagnosing quality issues and deploying targeted improvement strategies

- Drive best practice sharing and cross-market learning to uplift overall performance

5. Insights, Reporting & Decision Support

- Establish global quality reporting frameworks and dashboards

- Deliver actionable insights to leadership on quality trends, risks, and opportunities

- Use data to influence strategic decisions and prioritization

6. Stakeholder Management & Leadership

- Act as the global point of contact for quality-related strategy and governance

- Collaborate with Product, Policy, Operations, and Training teams to ensure integrated quality solutions

- Lead and mentor Quality Leads or Specialists (if applicable)