Job Description

About SmartNews

SmartNews is a global leader in redefining information and news discovery, committed to providing users with accurate, timely information and supporting quality journalism. We combine the power of our unique machine-learning technology with the expertise of our first-rate editorial team to bring news that matters to millions of users from our over 3,000 global publishing partners.

Founded in 2012 in Tokyo, Japan, SmartNews has offices in Tokyo, San Francisco, Palo Alto, New York, and Singapore.

The Team

Our team’s role is creating a safe, secure, and trustworthy environment for users and partners while balancing the need for freedom in expression of the content/ad, innovation and business growth. This role is critical in maintaining user confidence and mitigating risks and thereby supporting the overall growth and reputation of our platform.
We will build and support the healthy content/ad ecosystem and support the successful product launch and updates across many products. We are responsible for the strategic part of the Trust & Safety effort and closely work with the Operation team for the execution.

The Role

You will be responsible for leading a Trust & Safety team for the US market with focusing Policy and Customer Support for product success. 

You will plan the strategy as TnS for the US market and drive impact as a player as well to contribute to the acceleration of our business. 

In addition, proactive collaboration with sales, product, and stakeholders are highly expected.

Your Responsibilities

• Develop comprehensive Trust & Safety strategy and the procedures for the US market to prevent the content/ads quality issues on the platform while considering scalability.
• Lead investigations into reports of violations, advise appropriate action for related teams to mitigate risk and ensure user safety.
• Monitor and analyze safety-related metrics and user feedback to continuously improve our policies and CS practices.
• Collaborate with cross-functional teams, including Product, and Engineering, to plan and deploy safety features and tools for the operation team.
• Stay informed on industry trends to proactively address potential risks.
• Leads the team to foster a culture of Trust & Safety to internal and external.

Requirements

Minimum requirements

• Experience: At least 5 years of experience in a Trust & Safety (especially ads quality), compliance, or related role, preferably within a technology or online platform company.
  3+ years in people management.
• Analytical Skills: Strong ability to analyze complex data sets, identify patterns, and make data-driven decisions.
• Communication: Excellent written and verbal communication skills, with the ability to convey complex issues clearly to both technical and non-technical stakeholders.
• Problem-Solving: Tech savvy and Proven track record in identifying and addressing risk concerns in a fast-paced environment.
• Leadership: Demonstrated ability to lead a team, manage projects, and collaborate effectively across departments.
• Business level or higher English

Nice to have experiences/skillsets

• Legal Knowledge: Understanding of relevant laws and regulations, especially ads policy.
• Technical Expertise: Familiarity with AI/ML tools and technologies used in Trust & Safety operations.
• Crisis Management: Experience handling high-pressure situations and making quick, informed decisions during incidents.
• Continuous Improvement: Experience in developing and implementing continuous improvement processes for review operation or moderation.
• Multi-cultural background or Japanese language skill

Benefits

Compensation and Benefits

• Compensation range: 140,000 ~ 195,000 base salary, plus bonus and equity
• 401(k) with employer matching
• Up to 100% medical, dental, and vision insurance for you and your family
• A benefits plan with monthly allowances
• Complimentary lunch, snacks, and beverages in the office

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