Trust & Safety Operations Manager

Responsibilities

• Team Leadership & Development: Lead, mentor, and coach a team of Trust & Safety Analysts. Conduct regular 1-on-1s, provide constructive feedback, and support career development.
• Operations & SLA Management: Oversee daily queue workflows to ensure the team resolves safety tickets and user escalations within established SLAs, quality benchmarks, and policy guidelines.
• Escalation Management: Serve as the primary point of contact for complex, ambiguous, or high-stakes safety escalations from the team, making final calls on enforcement actions.
• Performance & Quality Assurance: Monitor team performance metrics and quality assurance (QA) scores. Identify knowledge gaps and implement targeted training or process improvements.
• Trend Analysis & Reporting: Analyze casework trends, fraud patterns, or policy gaps. Provide data-driven insights and regular operational reports to global leadership.
• Cross-Functional Collaboration: Partner with Policy, Product, Legal, and Engineering teams to support the testing and deployment of new workflows, moderation tools, or guidelines.
• Culture & Well-being: Foster a resilient, inclusive, and supportive team culture, actively managing wellness initiatives for a team handling sensitive content.
• SUCCESSFUL CANDIDATES HAVE:
• Domain Expertise: 5+ years of total experience in Trust & Safety, content moderation, risk operations, or fraud prevention.
• Leadership Experience: 1-2 years of direct people management experience, ideally leading queue-based operations or distributed teams.
• Operational Excellence: Proven experience managing team SLAs, KPIs, and implementing QA frameworks in a fast-paced environment.
• Strong Judgment: Exceptional analytical skills and sound decision-making capabilities, with a proven track record of handling high-stakes or sensitive escalations calmly and fairly.
• Communication Skills: Excellent written and verbal English communication skills, with the ability to translate complex policy matters into clear feedback for the team and stakeholders.
• Technical Familiarity: Deep experience with enterprise ticketing and moderation platforms (e.g., Zendesk, Sift, or proprietary tools), and proficiency in utilizing data metrics to drive team performance.
• Adaptability: Flexibility to work a non-traditional schedule (Saturday-Wednesday, US Eastern time zone hours) to ensure seamless global coverage.
• WORK MODEL:
• This role is Together@TKWW-eligible and based near one of our office hubs. You'll be expected to work in the office two days a week as part of our hybrid work model.
• ##LI-Hybrid #management-track
• WHAT WE LOVE ABOUT YOU:
• Commit to our customers : You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments.
• Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision.
• Be all in: You believe in o

Benefits

Additional Information

WHAT WE DO MATTERS: At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We're united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success. ABOUT THE ROLE AND OUR TEAM: We are looking for a strategic, empathetic, and detail-oriented Trust & Safety Operations Manager to lead our growing Trust & Safety Operations team in Delhi. In this role, you will transition from execution to leadership, overseeing a team of analysts on the front lines of safety operations. You will be responsible for ensuring your team accurately investigates reports, enforces policies, and maintains a trusted user experience across The Knot and WeddingWire platforms during critical weekend and US daytime hours. This is an ideal role for an experienced Trust & Safety professional who has spent the last few years mastering core operations and is now established in their people-management career. You will manage daily queue performance, mentor analysts, handle high-stakes escalations, and collaborate with global leadership to protect our community and brand reputation at scale.

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