Published on

Jan 24, 2024

Published on

Jan 24, 2024

Published on

Jan 24, 2024

Published on

Jan 24, 2024

Trust and Safety Manager

Trust and Safety Manager

Trust and Safety Manager

Trust and Safety Manager

Full-time

/

San Francisco, CA

/

Hybrid

Full-time

/

San Francisco, CA

/

Hybrid

Full-time

/

San Francisco, CA

/

Hybrid

Full-time

/

San Francisco, CA

/

Hybrid

About the job

#TeamNextdoor

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 305,000 neighborhoods across 11 countries.

Meet Your FutureNeighbors

As a Trust & Safety Manager on the Neighborhood Operations team, you will lead the effort to ensure Nextdoor is a trusted and safe community by safeguarding the platform against various forms of fraudulent and non-authentic behavior including but not limited to misinformation, account takeovers, fake account creation, and deceptive practices. You will develop data driven insights in addition to managing the day-to-day operations of the fraud detection and prevention team. As a leader in this space, you will contribute to the strategy to mitigate threats and automate or improve processes to prevent harmful content at scale.

At Nextdoor, we offer a warm and inclusive work environment that embraces a hybrid employment experience, providing a flexible experience for our valued employees.

TheImpactYou’ll Make

The Trust & Safety Manager role focuses on identifying and mitigating non-authentic behavior to ensure that Nextdoor remains a trusted and safe community for the neighbors on our platform.

You will be responsible for analyzing data to spot emerging risks and trends and developing insightful strategies to address them. Additionally, you’ll evolve Trust & Safety processes to reduce manual effort, maintain a high level of quality, increase efficiency, and improve both the agent and the member experience.

Our ideal Trust & Safety Data Manager is a subject matter expert in trust and safety practices who is not afraid to be hands-on in investigations. The successful candidate will have demonstrated success in partnering cross functionally with product management, policy and engineering teams to bring analytic insights to fruition.

In This Role, Your Responsibilities Will Include


  • Team Leadership:

  • Partner with global vendor operations management to lead a team of agents, determine resource allocation, and improve the quality of our anti-fraud operations

  • Work with our training team to develop training, policies, and procedures for frontline agents

  • Data Analysis and Reporting:

  • Utilize data analytics tools to identify patterns, trends, and anomalies indicative of non-authentic or fraudulent behavior

  • Become an expert in Nextdoor’s domain-specific, SQL-derived language that powers an internal rules engine

  • Generate regular reports and insights for leadership to facilitate informed decision-making

  • Drive qualitative and quantitative analysis, KPIs, and metrics of the program performance and track program to ensure impact

  • Fraud/Misinformation Prevention Strategy:

  • Identify trends, patterns, and evolving tactics, root cause gaps and take appropriate preventative solutions to proactively stop deceptive practices

  • Develop and implement effective prevention strategies to proactively identify and mitigate risks at scale while minimizing false positives

  • Stay abreast of industry trends and emerging patterns to continuously improve preventive measures

  • Incident Response:

  • Act as the point of contact for Trust & Safety crisis escalations assuming total ownership of the end-to-end resolution process including initial communication with impacted parties and comprehensive investigation documentation

  • Oversee the investigation and resolution of incidents promptly and efficiently

  • Work closely with internal teams, such as Customer Support and Legal, to address and resolve incidents

  • Collaboration:

    • Collaborate with cross-functional teams, including Product Development, Policy and Engineering to integrate risk prevention measures into product features and updates

    • Collaborate with Product and Engineering teams to build and improve abuse detection, analytics, and internal tools

What You’ll Bring To The Team

  • Proven experience (5+ years) in fraud prevention, data analytics, or related roles within the tech industry

  • Proficiency in SQL, Looker, Salesforce, investigative and fraud prevention tools

  • Ability to distill complex issues and large datasets into structured frameworks and concrete action plans

  • Strong leadership and team management skills

  • Excellent strategic, analytical and problem-solving abilities, including using data to drive strategy and business action

  • Effective communication and collaboration skills with ability to communicate complex concepts clearly to cross-functional stakeholders

  • Excellent problem solving, analytical, and presentation skills, with an exceptional ability to multitask and prioritize

  • Experience delivering world-class customer experience against core metrics, as well as process improvement

  • BA/BS or work equivalent required

  • Weekend and/or holiday availability may be required

Rewards

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create one overall rewards package.

The starting salary for this role is expected to range from $103,000 to $150,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may also vary by geography.

We also expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date would be within the first 3 months of your start date.

Overall, total compensation will vary depending on your relevant skills, experience, and qualifications.

We have you covered! Nextdoor employees can choose between a variety of great health plans. We cover 100% of your personal monthly premium for health, dental, and vision – and provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

About the job

#TeamNextdoor

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 305,000 neighborhoods across 11 countries.

Meet Your FutureNeighbors

As a Trust & Safety Manager on the Neighborhood Operations team, you will lead the effort to ensure Nextdoor is a trusted and safe community by safeguarding the platform against various forms of fraudulent and non-authentic behavior including but not limited to misinformation, account takeovers, fake account creation, and deceptive practices. You will develop data driven insights in addition to managing the day-to-day operations of the fraud detection and prevention team. As a leader in this space, you will contribute to the strategy to mitigate threats and automate or improve processes to prevent harmful content at scale.

At Nextdoor, we offer a warm and inclusive work environment that embraces a hybrid employment experience, providing a flexible experience for our valued employees.

TheImpactYou’ll Make

The Trust & Safety Manager role focuses on identifying and mitigating non-authentic behavior to ensure that Nextdoor remains a trusted and safe community for the neighbors on our platform.

You will be responsible for analyzing data to spot emerging risks and trends and developing insightful strategies to address them. Additionally, you’ll evolve Trust & Safety processes to reduce manual effort, maintain a high level of quality, increase efficiency, and improve both the agent and the member experience.

Our ideal Trust & Safety Data Manager is a subject matter expert in trust and safety practices who is not afraid to be hands-on in investigations. The successful candidate will have demonstrated success in partnering cross functionally with product management, policy and engineering teams to bring analytic insights to fruition.

In This Role, Your Responsibilities Will Include


  • Team Leadership:

  • Partner with global vendor operations management to lead a team of agents, determine resource allocation, and improve the quality of our anti-fraud operations

  • Work with our training team to develop training, policies, and procedures for frontline agents

  • Data Analysis and Reporting:

  • Utilize data analytics tools to identify patterns, trends, and anomalies indicative of non-authentic or fraudulent behavior

  • Become an expert in Nextdoor’s domain-specific, SQL-derived language that powers an internal rules engine

  • Generate regular reports and insights for leadership to facilitate informed decision-making

  • Drive qualitative and quantitative analysis, KPIs, and metrics of the program performance and track program to ensure impact

  • Fraud/Misinformation Prevention Strategy:

  • Identify trends, patterns, and evolving tactics, root cause gaps and take appropriate preventative solutions to proactively stop deceptive practices

  • Develop and implement effective prevention strategies to proactively identify and mitigate risks at scale while minimizing false positives

  • Stay abreast of industry trends and emerging patterns to continuously improve preventive measures

  • Incident Response:

  • Act as the point of contact for Trust & Safety crisis escalations assuming total ownership of the end-to-end resolution process including initial communication with impacted parties and comprehensive investigation documentation

  • Oversee the investigation and resolution of incidents promptly and efficiently

  • Work closely with internal teams, such as Customer Support and Legal, to address and resolve incidents

  • Collaboration:

    • Collaborate with cross-functional teams, including Product Development, Policy and Engineering to integrate risk prevention measures into product features and updates

    • Collaborate with Product and Engineering teams to build and improve abuse detection, analytics, and internal tools

What You’ll Bring To The Team

  • Proven experience (5+ years) in fraud prevention, data analytics, or related roles within the tech industry

  • Proficiency in SQL, Looker, Salesforce, investigative and fraud prevention tools

  • Ability to distill complex issues and large datasets into structured frameworks and concrete action plans

  • Strong leadership and team management skills

  • Excellent strategic, analytical and problem-solving abilities, including using data to drive strategy and business action

  • Effective communication and collaboration skills with ability to communicate complex concepts clearly to cross-functional stakeholders

  • Excellent problem solving, analytical, and presentation skills, with an exceptional ability to multitask and prioritize

  • Experience delivering world-class customer experience against core metrics, as well as process improvement

  • BA/BS or work equivalent required

  • Weekend and/or holiday availability may be required

Rewards

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create one overall rewards package.

The starting salary for this role is expected to range from $103,000 to $150,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may also vary by geography.

We also expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date would be within the first 3 months of your start date.

Overall, total compensation will vary depending on your relevant skills, experience, and qualifications.

We have you covered! Nextdoor employees can choose between a variety of great health plans. We cover 100% of your personal monthly premium for health, dental, and vision – and provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

About the job

#TeamNextdoor

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 305,000 neighborhoods across 11 countries.

Meet Your FutureNeighbors

As a Trust & Safety Manager on the Neighborhood Operations team, you will lead the effort to ensure Nextdoor is a trusted and safe community by safeguarding the platform against various forms of fraudulent and non-authentic behavior including but not limited to misinformation, account takeovers, fake account creation, and deceptive practices. You will develop data driven insights in addition to managing the day-to-day operations of the fraud detection and prevention team. As a leader in this space, you will contribute to the strategy to mitigate threats and automate or improve processes to prevent harmful content at scale.

At Nextdoor, we offer a warm and inclusive work environment that embraces a hybrid employment experience, providing a flexible experience for our valued employees.

TheImpactYou’ll Make

The Trust & Safety Manager role focuses on identifying and mitigating non-authentic behavior to ensure that Nextdoor remains a trusted and safe community for the neighbors on our platform.

You will be responsible for analyzing data to spot emerging risks and trends and developing insightful strategies to address them. Additionally, you’ll evolve Trust & Safety processes to reduce manual effort, maintain a high level of quality, increase efficiency, and improve both the agent and the member experience.

Our ideal Trust & Safety Data Manager is a subject matter expert in trust and safety practices who is not afraid to be hands-on in investigations. The successful candidate will have demonstrated success in partnering cross functionally with product management, policy and engineering teams to bring analytic insights to fruition.

In This Role, Your Responsibilities Will Include


  • Team Leadership:

  • Partner with global vendor operations management to lead a team of agents, determine resource allocation, and improve the quality of our anti-fraud operations

  • Work with our training team to develop training, policies, and procedures for frontline agents

  • Data Analysis and Reporting:

  • Utilize data analytics tools to identify patterns, trends, and anomalies indicative of non-authentic or fraudulent behavior

  • Become an expert in Nextdoor’s domain-specific, SQL-derived language that powers an internal rules engine

  • Generate regular reports and insights for leadership to facilitate informed decision-making

  • Drive qualitative and quantitative analysis, KPIs, and metrics of the program performance and track program to ensure impact

  • Fraud/Misinformation Prevention Strategy:

  • Identify trends, patterns, and evolving tactics, root cause gaps and take appropriate preventative solutions to proactively stop deceptive practices

  • Develop and implement effective prevention strategies to proactively identify and mitigate risks at scale while minimizing false positives

  • Stay abreast of industry trends and emerging patterns to continuously improve preventive measures

  • Incident Response:

  • Act as the point of contact for Trust & Safety crisis escalations assuming total ownership of the end-to-end resolution process including initial communication with impacted parties and comprehensive investigation documentation

  • Oversee the investigation and resolution of incidents promptly and efficiently

  • Work closely with internal teams, such as Customer Support and Legal, to address and resolve incidents

  • Collaboration:

    • Collaborate with cross-functional teams, including Product Development, Policy and Engineering to integrate risk prevention measures into product features and updates

    • Collaborate with Product and Engineering teams to build and improve abuse detection, analytics, and internal tools

What You’ll Bring To The Team

  • Proven experience (5+ years) in fraud prevention, data analytics, or related roles within the tech industry

  • Proficiency in SQL, Looker, Salesforce, investigative and fraud prevention tools

  • Ability to distill complex issues and large datasets into structured frameworks and concrete action plans

  • Strong leadership and team management skills

  • Excellent strategic, analytical and problem-solving abilities, including using data to drive strategy and business action

  • Effective communication and collaboration skills with ability to communicate complex concepts clearly to cross-functional stakeholders

  • Excellent problem solving, analytical, and presentation skills, with an exceptional ability to multitask and prioritize

  • Experience delivering world-class customer experience against core metrics, as well as process improvement

  • BA/BS or work equivalent required

  • Weekend and/or holiday availability may be required

Rewards

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create one overall rewards package.

The starting salary for this role is expected to range from $103,000 to $150,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may also vary by geography.

We also expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date would be within the first 3 months of your start date.

Overall, total compensation will vary depending on your relevant skills, experience, and qualifications.

We have you covered! Nextdoor employees can choose between a variety of great health plans. We cover 100% of your personal monthly premium for health, dental, and vision – and provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

About the job

#TeamNextdoor

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 305,000 neighborhoods across 11 countries.

Meet Your FutureNeighbors

As a Trust & Safety Manager on the Neighborhood Operations team, you will lead the effort to ensure Nextdoor is a trusted and safe community by safeguarding the platform against various forms of fraudulent and non-authentic behavior including but not limited to misinformation, account takeovers, fake account creation, and deceptive practices. You will develop data driven insights in addition to managing the day-to-day operations of the fraud detection and prevention team. As a leader in this space, you will contribute to the strategy to mitigate threats and automate or improve processes to prevent harmful content at scale.

At Nextdoor, we offer a warm and inclusive work environment that embraces a hybrid employment experience, providing a flexible experience for our valued employees.

TheImpactYou’ll Make

The Trust & Safety Manager role focuses on identifying and mitigating non-authentic behavior to ensure that Nextdoor remains a trusted and safe community for the neighbors on our platform.

You will be responsible for analyzing data to spot emerging risks and trends and developing insightful strategies to address them. Additionally, you’ll evolve Trust & Safety processes to reduce manual effort, maintain a high level of quality, increase efficiency, and improve both the agent and the member experience.

Our ideal Trust & Safety Data Manager is a subject matter expert in trust and safety practices who is not afraid to be hands-on in investigations. The successful candidate will have demonstrated success in partnering cross functionally with product management, policy and engineering teams to bring analytic insights to fruition.

In This Role, Your Responsibilities Will Include


  • Team Leadership:

  • Partner with global vendor operations management to lead a team of agents, determine resource allocation, and improve the quality of our anti-fraud operations

  • Work with our training team to develop training, policies, and procedures for frontline agents

  • Data Analysis and Reporting:

  • Utilize data analytics tools to identify patterns, trends, and anomalies indicative of non-authentic or fraudulent behavior

  • Become an expert in Nextdoor’s domain-specific, SQL-derived language that powers an internal rules engine

  • Generate regular reports and insights for leadership to facilitate informed decision-making

  • Drive qualitative and quantitative analysis, KPIs, and metrics of the program performance and track program to ensure impact

  • Fraud/Misinformation Prevention Strategy:

  • Identify trends, patterns, and evolving tactics, root cause gaps and take appropriate preventative solutions to proactively stop deceptive practices

  • Develop and implement effective prevention strategies to proactively identify and mitigate risks at scale while minimizing false positives

  • Stay abreast of industry trends and emerging patterns to continuously improve preventive measures

  • Incident Response:

  • Act as the point of contact for Trust & Safety crisis escalations assuming total ownership of the end-to-end resolution process including initial communication with impacted parties and comprehensive investigation documentation

  • Oversee the investigation and resolution of incidents promptly and efficiently

  • Work closely with internal teams, such as Customer Support and Legal, to address and resolve incidents

  • Collaboration:

    • Collaborate with cross-functional teams, including Product Development, Policy and Engineering to integrate risk prevention measures into product features and updates

    • Collaborate with Product and Engineering teams to build and improve abuse detection, analytics, and internal tools

What You’ll Bring To The Team

  • Proven experience (5+ years) in fraud prevention, data analytics, or related roles within the tech industry

  • Proficiency in SQL, Looker, Salesforce, investigative and fraud prevention tools

  • Ability to distill complex issues and large datasets into structured frameworks and concrete action plans

  • Strong leadership and team management skills

  • Excellent strategic, analytical and problem-solving abilities, including using data to drive strategy and business action

  • Effective communication and collaboration skills with ability to communicate complex concepts clearly to cross-functional stakeholders

  • Excellent problem solving, analytical, and presentation skills, with an exceptional ability to multitask and prioritize

  • Experience delivering world-class customer experience against core metrics, as well as process improvement

  • BA/BS or work equivalent required

  • Weekend and/or holiday availability may be required

Rewards

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create one overall rewards package.

The starting salary for this role is expected to range from $103,000 to $150,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may also vary by geography.

We also expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date would be within the first 3 months of your start date.

Overall, total compensation will vary depending on your relevant skills, experience, and qualifications.

We have you covered! Nextdoor employees can choose between a variety of great health plans. We cover 100% of your personal monthly premium for health, dental, and vision – and provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

About Company

Nextdoor is where you connect to the neighborhoods that matter to you so you can thrive. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on. Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services.We believe connecting with others is a universal human need. That truth, and the reality that neighborhoods are among the most important communities in our lives, have been guiding principles for Nextdoor since the beginning.Today, neighbors rely on Nextdoor in more than 315,000 neighborhoods across 11 countries. In the U.S., 1 in 3 households uses the network.Nextdoor is based in San Francisco. For additional information and images: nextdoor.com/newsroom.Nextdoor is free, and it's easy to sign up. Get started at https://nextdoor.com.For media inquiries, email us at press@nextdoor.com.For customer support, reach us at http://nextdoor.com/support.

Total Employees

933

Company 2-Year Growth

13%

Median Employee Tenure

2.3 years