Triage and resolve complex, high-sensitivity user issues and escalations
Conduct risk evaluations and investigations using internal tooling and external sources
Serve as an incident manager for sensitive reviews that require nuanced interpretation
Partner with stakeholders across various teams to drive fast, defensible outcomes
Design and improve operational workflows with a strong focus on consistency and scalability
Build and maintain playbooks and knowledge articles, continuously refining them based on new learnings
Identify repetitive work, redesign workflow, and prototype automation

5+ years of experience in trust & safety, risk operations, investigations, incident response, or comparable high-judgment operational work in a fast-moving environment
Strong analytical skills (e.g., SQL)
Ability to operationalize ambiguous risk signals into structured inputs for classifier/detection development
High standards and high conviction in making defensible points of view and driving decisions
Systems thinking to turn one-off fixes into repeatable processes
AI-fluent with knowledge of model/agent tooling in real workflows

Operations Analyst, User Operations – Trust & Safety

Key skills