Operations Director, Trust & Safety

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Job Summary:

Epic Games is a leading company in the gaming industry known for its innovative technology and collaborative environment. They are seeking an Operations Director for Trust & Safety to lead a high-impact team focused on content moderation, quality assurance, and user support workflows, ensuring 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.

• Experience managing content moderation escalations, quality assurance, user support workflows, and global operations.

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

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

• Strong strategic thinking and deep operational expertise.

• 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.

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

• 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.

• Ability to partner with Legal and Compliance to define, build, and maintain moderation practices.

• Experience anticipating emerging content risks and leading proactive detection, mitigation, and response strategies.

• Ability to identify moderation tooling gaps and improvements.

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  employees, currently Late Stage. Epic Games has a track record of offering H1B sponsor ships.

• Seniority level Director

• Employment type
  
  Full-time

• Industries Software Development

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Medical insurance

Vision insurance

401(k)

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