Senior Operations Manager, Trust & Safety

Trust & Safety



What We Do



The Epic Trust & Safety Team works across multiple products and services with the goal of providing a safer experience for players and users alike through technology improvements and transparent policies. We aim to create a positive experience for our wide variety of players.



What You'll Do



The Epic Games Trust & Safety Team is looking for an operations manager who can help define and implement processes at scale, lead a diverse 24/7 staffed team that upholds policies within the Fortnite community and the other various products the Trust & Safety Team supports, and investigate abstract situations in a dynamic environment. The Operations Manager should be comfortable with difficult content that agents are moderating, including hateful content, violent content, CSAM, etc. In addition to comfort level with the content, the Operations Manager should have care and sensitivity when communicating these types of situations to various parties.



The Operations Manager should be able to motivate and lead a team of agents while also performing (in partnership with our data scientists) the analysis work needed to assist agents in their day-to-day work or make other various long term operational calls. A successful Operations Manager will not only drive daily operations but also build and improve operational process and efficiency. Good judgment and the ability to quickly make decisions in highly ambiguous situations are critical to success. We need an Operations Manager with a flexible approach to problem solving and who strives to adapt business and operational processes to best serve our customers in various rapidly evolving online services and environments.



In this role, you will

• Provide management, oversight, and direction to remote agents on a 24/7 staffed team

• Stay up-to-date on and work within established business guidelines with vendor Managed Services provider

• Work with key stakeholders to craft policies that can be operationalized while ensuring customer safety and encouraging service growth

• Manage a notification and change process as new policies and processes are implemented

• Coordinate with partner teams to continuously improve operational processes via tooling, telemetry, and communications

• Analyze process workflow, employee and space requirements to identify gaps and opportunities for efficiency gains

• On-call for 24x7 imminent threat escalations



What we're looking for

• BS/BA degree or equivalent work experience

• Experience managing a 24/7 operation

• Experience crafting & implementing processes

• Business Analysis skills

• Basic Knowledge of Tableau reports and usage (or other data visualization tools)

• Basic Knowledge of Jira (or other bug tracking software)

• Basic Program Management Skills including handling multiple projects and creating and improving team processes, tools, and efficiencies

• Experience drafting SOWs for new projects and contracts

• Experience with start-up scaling and maturing existing operations



This position is listed in multiple locations across North America including but not limited to:



Cary, North Carolina



Seattle, Washington



California (multiple locations)

Jobcode: Reference SBJ-gw1m92-35-84-117-70-42 in your application.