Description
Cloudflare is looking for a highly experienced and visionary new leader of its Global Trust and Safety team. In pursuit of its goal to “help build a better Internet,” Cloudflare operates one of the world’s largest and most important cloud networks. Maintaining the high level of trust between the Company and our customers, partners, and the larger Cloudflare community is critical.
The successful candidate will lead Cloudflare’s team of investigators and engineers who process requests for information and abuse reports through a system of automated systems and manual escalation protocols. They will provide vision for the team, developing new ways to build trust in Cloudflare’s network, consistent with Cloudflare’s principles. The ideal candidate will have technical expertise, be able to create policies and protocols that account for complexity, effectively manage a global team, and develop creative solutions that take advantage of Cloudflare’s tools.
Responsibilities:
- Help design and build a trust and safety function for a highly technical company that is designed for the age of AI.
- Build, develop, and manage a world-class globally-distributed team that operates 24/7/365.
- Create and maintain processes and policies for handling legal requests and abuse complaints.
- Ensure consistent, timely, efficient, and fair application of those policies across a variety of circumstances and locations, incorporating AI-powered automation and processing.
- Liaise with senior company leaders, attorneys, engineers, and security staff inside Cloudflare to address circumstances that arise with regard to operation of the Trust & Safety team.
- Work with engineers to create and improve automated tools to drive improvements and increase efficiencies.
- Partner with the Policy, Legal, and Product teams to develop and implement policies and guidelines that can be enforced in a scalable fashion.
- Deal with sensitive content and emotionally charged escalations with tact and a calm demeanor.
- Take responsibility for online fraud and safety concerns, including but not limited to account security, safety concerns and user trust.
- Represent the company externally with industry groups, government officials, enterprise customers, and members of the press to explain Cloudflare’s approach to Trust and Safety.
- Maintain and build upon Cloudflare’s transparency reporting process by identifying new areas of interest and information that we should be sharing with the public to maintain trust.
Desirable Skills, Knowledge, and Experience:
- 15+ years relevant experience demonstrating leadership in Trust and Safety, fraud, risk management, threat intelligence, or customer support roles developing and implementing policies to address requests for information and abuse complaints at scale.
- 8+ years experience managing a large team effectively with a strong desire to help others learn and grow.
- Experience working with law enforcement and legal requests for customer information.
- Deep technical experience understanding how the Internet works.
- Understanding of the Internet ecosystem and the roles and functions of the various types of online service providers.
- Experience in assessing, analyzing, and resolving complex and sensitive issues, often under considerable time pressure.
- Experience with analytics and experience solving problems using data and providing practical business insights.
- Experience working closely with c-suite level executives.
- Significant awareness of existing and emerging approaches to law enforcement access and intermediary liability.
- A global network of contacts.
- Experience working on international issues with a global mindset.
- Strong communication skills across technical and non-technical audiences.
- Excellent collaboration and consensus-building skills.
- Ability to prioritize and multitask; ability to adapt to a fast-moving environment.
Compensation:
- For San Francisco Bay Area based hires: Estimated annual salary of $325,000 - $447,000.
- For Washington D.C. based hires: Estimated annual salary of $311,000 - $427,000.
Benefits:
- Health & Welfare Benefits: Medical/Rx Insurance, Dental Insurance, Vision Insurance, Flexible Spending Accounts, Commuter Spending Accounts, Fertility & Family Forming Benefits, On-demand mental health support and Employee Assistance Program, Global Travel Medical Insurance.
- Financial Benefits: Short and Long Term Disability Insurance, Life & Accident Insurance, 401(k) Retirement Savings Plan, Employee Stock Participation Plan.
- Time Off: Flexible paid time off covering vacation and sick leave, Leave programs, including parental, pregnancy health, medical, and bereavement leave.