Trust and Safety Manager Job Description and Role Overview

The Trust and Safety Manager role is responsible for defining and executing safety policy, overseeing enforcement and managing incident response to protect users and maintain platform integrity. This role suits experienced professionals with background in policy, investigations, risk management or compliance who can lead cross functional work and make timely, transparent decisions.

Trust and Safety Manager Job Profile

The Trust and Safety Manager leads the design and operation of programmes that prevent harm, enforce community standards and reduce operational risk. The role balances policy development, case review and stakeholder coordination to ensure consistent, proportionate actions are taken across products and services.

The purpose of the role is to protect users and the organisation by establishing clear rules, scalable enforcement approaches and effective incident response. The manager will develop metrics, report outcomes and continuously refine processes to improve safety outcomes.

Trust and Safety Manager Job Description

The Trust and Safety Manager is accountable for setting the strategic direction for trust and safety activities and translating strategy into operational processes. They will lead a team responsible for content review, investigations and escalations, drive policy updates in response to emerging risks and coordinate responses across legal, product and communications functions.

In day to day work the manager will supervise complex investigations, define enforcement criteria, and ensure decisions are consistent, timely and documented. The role requires strong judgement, the ability to communicate decisions clearly to stakeholders and the capacity to manage high priority incidents under pressure while maintaining long term programme improvements.

The manager will also develop performance indicators, track trends, prepare regular reports for senior stakeholders and contribute to training and quality assurance programmes to ensure continuous improvement of trust and safety operations.

Trust and Safety Manager: Duties and Responsibilities

• Develop, review and maintain trust and safety policies and community standards.
• Design and implement enforcement frameworks and escalation pathways.
• Lead and manage investigations into complex or high risk incidents.
• Oversee incident response activities and coordinate cross functional remediation.
• Set and monitor key performance indicators for safety operations and compliance.
• Provide clear guidance and decision support to review teams and frontline staff.
• Conduct risk assessments and recommend mitigation strategies for emerging threats.
• Prepare regular reports and briefings for senior leadership and stakeholders.
• Drive quality assurance, auditing and continuous improvement of moderation processes.
• Develop and deliver training materials to ensure consistent policy application.
• Liaise with legal, product and communications teams to align safety outcomes with business objectives.
• Manage vendor relationships and contractors supporting moderation or investigations.
• Lead cross functional projects to scale safety controls and reduce operational burden.
• Champion ethical decision making and transparency in enforcement practices.

Trust and Safety Manager: Requirements and Qualifications

• Degree in a relevant discipline or equivalent professional experience.
• Minimum five years experience in trust and safety, content moderation, investigations or regulatory compliance.
• Proven experience leading teams and managing cross functional stakeholders.
• Strong understanding of policy development and enforcement best practice.
• Excellent investigative and analytical skills with attention to detail.
• Clear and concise written and verbal communication skills for internal and external stakeholders.
• Ability to make measured decisions under pressure and manage escalations.
• Experience defining and tracking operational metrics and reporting outcomes.
• Knowledge of relevant regulatory and legal considerations affecting safety and trust.
• Project management skills and experience driving process improvement initiatives.
• Ability to train and mentor staff and promote consistent application of policy.
• High ethical standards and commitment to user safety and privacy.
• Comfort working in a fast paced environment with changing priorities.