Trust & Safety Agent
WhatNotSalary not specified
Full Time
Entry Level & New Grad, Junior (1 to 2 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Travel, TechnologyIndustries
Requirements
- 4-6 years of relevant Trust & Safety, incident management, operational experience, or a related field
- Experienced in managing severe, time-sensitive investigations in safety, fraud, or legal contexts
- Proven ability to identify and mitigate emerging risks through proactive strategies, using early signals, behavioral insights, and historical trends to guide prevention efforts
- Track-record optimizing operational processes, creating measurable improvements, and simplifying workflows
- Skilled in leading detailed post-incident retrospectives, identifying root causes, and translating findings into actionable improvements
Responsibilities
- Manage escalated trust & safety investigations across lines of business, including executive escalations and time-sensitive cases
- Support management in crisis-response efforts, prioritize high-risk cases, and recommend actionable solutions to stakeholders
- Craft comprehensive incident response playbooks that outline step-by-step guidance for high-risk scenarios, and conduct detailed and action-oriented retrospectives
- Partner with machine learning and data science teams to validate training data sets, identify edge cases, and ensure model accuracy
- Leverage data-driven insights, pattern recognition, and data storytelling to inform strategic planning and guide high-impact decision-making
- Optimize Standard Operating Procedures (SOPs) to enhance operational efficiencies
- Implement and track success of process improvement initiatives, establishing clear metrics and KPIs
- Collaborate with cross-functional teams (Product, Business Program Managers, vendors) to effectively operationalize new initiatives, products, and workflows
- Conduct quality assessments and provide coaching to ensure consistent, effective case outcomes across internal and vendor teams
- Act as the team’s Trust & Safety Subject Matter Expert (SME), drive meetings and stakeholder discussions, offering clear communication for technical and non-technical audiences
- Advocate internally to secure necessary tools and resources for the Trust & Safety team’s success
Skills
Trust & Safety
Investigations
Risk Management
Data Analysis
Incident Response
Stakeholder Communication
Process Optimization
Metrics
Workflows
Expedia Group
Travel booking platform for various services
About Expedia Group
Expedia Group operates in the travel industry, offering a wide range of services for travelers and travel-related businesses. It connects users to various travel options, including flights, hotels, car rentals, vacation packages, and activities, allowing them to find and book trips that fit their needs and budgets. The company generates revenue primarily through commissions from bookings made on its platforms and through advertising, where travel service providers can promote their offerings. Unlike many competitors, Expedia Group not only serves individual travelers but also partners with travel agencies and corporate clients, providing them with valuable data and tools to enhance their operations. The goal of Expedia Group is to create a seamless travel experience for users while supporting its partners in growing their businesses.
Bellevue, WashingtonHeadquarters
1996Year Founded
IPOCompany Stage
Consumer Goods, EntertainmentIndustries