About the job

About G2 - Our People

G2 was founded to create a place where people will love to work. We strive to create meaning in work and provide more than just a job: a true calling. At the heart of our community and culture are our people. Our global G2 team comes from a wide range of backgrounds and experiences, and that’s what makes our G2 community strong and vibrant. We want everyone to bring their authentic selves to work, and we do this through our company and team events, our G2 Gives charitable initiatives, and our Employee Resource Groups (ERGs).

Our employee-led, leadership-supported ERGs celebrate the diversity of our team, foster inclusivity and belonging, and create a space to connect to each other. Through connections and understanding, we build a stronger and more dynamic global team and help every person reach their personal peak.

We support our employees by offering generous benefits, such as flexible work, ample parental leave, and unlimited PTO. Click here to learn more about our benefits.

About G2 - The Company

When you join G2 , you join the global team behind the largest and most trusted software marketplace. Every month, 5.5 million people come to G2 to inform smarter software decisions based on honest peer reviews. Authenticity is our focus, and every day we help thousands of companies, and hundreds of employees, propel their potential. Ready for meaningful work that starts and ends with compassion and heart? You’ve come to the right place.

G2 is going through exciting growth! We’ve recently secured our Series D funding of $157 million, which will further allow us to grow and develop our product and people. Read about it here !

About The Role

We are seeking an experienced and visionary Director of Trust & Safety to lead and transform our User Generated Content Quality Assurance (UGC QA) team into a more comprehensive and proactive function. The Director will be responsible for developing and implementing strategies, policies, and processes to ensure the safety, security, and quality of content on our marketplace. This role requires a strategic thinker with strong leadership skills and a deep understanding of content moderation, trust and safety principles, and risk management. The Director will also handle day-to-day management needs for their team overseeing the full team of managers, specialists, and associates.

In This Role, You Will

Leadership & Strategy

Lead the transformation and enhancement of the UGC QA team’s capabilities and scope.Develop and implement a strategic vision for ensuring content safety and integrity, aligned with the company's goals and values.Provide strong leadership, mentorship, and guidance to the global team made up of sub-teams consisting of of Managers, Specialists and Associates that support a variety of user generated content based moderation tasks, support tickets, and other projects as neededOwn staffing forecasts and growth plan of the function to ensure the team and processes grow along with G2’s YoY UGC volume growth

Policy & Process Development

Establish and enforce content moderation policies and guidelines to ensure the quality and integrity of user-generated content.Develop and implement scalable processes and workflows for content review, moderation, and risk assessment.

Risk Management

Identify and mitigate risks related to user-generated content, including but not limited to fraud, abuse, and harmful content.Implement proactive measures to prevent and address safety and trust issues on the G2 platform (G2.com) as well as any off-site collections in the G2 ecosystem.Strategize staff capacity planning for all the entire Review Quality discipline and enable frontline managers to supervise real-time daily task distribution for moderation of all content to our SLA timing against our Community GuidelinesWork closely with key cross-functional partners in Customer Outreach team, User Lifecycle team, and UGC Product Squad who are responsible for review collection to ensure our moderation standards are kept and rejection rates stay in optimal range

Collaboration & Communication

Collaborate with cross-functional teams, including Product, Design, Engineering, Legal, Marketing, Market Research and Customer Support, to address trust and safety challenges.Communicate content safety issues, policies, and updates to stakeholders, including executive leadership, users, customers, and external partners.Oversee escalated complex review inquiries and resolve global priority moderation related requests firsthand or through delegation to team members with internal teams, customers, and partnersBe willing to demonstrate ownership through extending global support during off-hours at critical times, escalations or on time-sensitive projects

Data & Analytics

Utilize data and analytics to monitor, assess, and improve the effectiveness of content safety initiatives.Generate regular reports and insights on safety and integrity metrics to inform decision-making.

Compliance & Training

Ensure compliance with relevant global laws, regulations, and industry standards related to content moderation and online safety.Develop and deliver training programs to educate employees on content safety policies and best practices.

Minimum Qualifications

We realize applying for jobs can feel daunting at times. Even if you don’t check all the boxes in the job description, we encourage you to apply anyway.

Bachelor’s degree in a related field; advanced degree preferred.7+ years of experience in trust and safety, content moderation, risk management, or a related field.5+ years of people manager experience, ideally in operations-driven environment with global teamsProven track record of leading and transforming teams.Strong understanding of online safety, content moderation, and risk management principles.Experience with comprehensive capacity planning and forecasting utilizing human resources and automation toolingExcellent leadership, communication, and interpersonal skills.Highly motivated and entrepreneurial - can autonomously inspire global teams to achieve specific vision and missionAbility to manage multiple people managers, teams and deliver KPIs in SLA impact-driven functionsAbility to work effectively in a fast-paced, dynamic environment.Analytical mindset with the ability to leverage data to drive decisions.Experience with regulatory compliance and legal considerations related to user-generated content is a plus.

What Can Help Your Application Stand Out

Experience in scaling processes, teams and business with automation and smart growth strategies

Our Commitment to Inclusivity and Diversity

At G2, we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status. Learn more about our commitments here .

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