Manager, Trust and Safety

Location: New York City

Patreon | $122,400-$184,000

Steph's Notes:

Again, the duties seem pretty standard for this role, but I'm noticing a pattern in Trust & Safety roles not being properly leveled for the work they're expected to do and the influence they're expected to have.

I don't know how Patreon's divisions are structured; maybe they're all just Managers, but my experience in tech makes me think that's unlikely.

Team player and a fast learner with a creative, empathetic, and fun attitude.

Can we not? Can we just not require a T&S professional to have a "fun" attitude, especially when you haven't given any space to explaining how you'll care for their mental well-being? Ugh.

Honestly, that pisses me off enough to put this into Tread Carefully.

Original Job Description: Manager, Trust and Safety

Patreon is the best place for creators to fire up their fandoms, share exclusive work, and turn their passions into lasting creative businesses. Over 250,000 podcasters, writers, musicians, artists, and other creative people use Patreon to reach their biggest fans directly and earn an income for the value they provide. Creators can offer paid memberships that unlock access to exclusive work and community, or sell individual digital items from their own Patreon shops.

Ultimately, our goal is simple: fund the creative class. And we’re leaders in that space, having sent over $3.5 billion to creators since our founding. We’re continuing to invest heavily in building the best creator tools with the best team in the creator economy, and are looking for a Manager, Trust and Safety to support our mission. 

This role is based in San Francisco, New York, or Remote in Austin Texas and open to those who are able to be in-office 2 days per week on a hybrid work model.

About the Role

This role is a T&S Vertical Lead role owning three issue verticals: Hate Speech, Dangerous Orgs, and Inauthentic Behavior (mis/disinformation).

• Lead a team of Hate Speech, Dangerous Orgs, and Inauthentic Behavior project managers and operation specialists focused on building efficiency and scale on Patreon. Scope includes strategy and operational delivery around detection, enforcement, and external partnerships.
• Represent and advocate for support needs with product development teams, policy, legal, design, and engineering teams within Patreon
• Work with associated T&S teams to determine support requirements, analyze processes and tools, and drive the delivery of efficient support based on organizational goals, current operations, and understanding of new abuse on- and off-platform.
• Ensure Product and Engineering teams have full Vertical support and adequate Vertical guidance when designing and launching creator and and community features. 
• Support emergent, complex Vertical needs. Work closely with cross-functional teams from Policy, Engineering, Product, ML, Design, Data Science, Operations, Legal, Finance, and more.
• Develop operational metrics and strategic OKRs related to your function

About You

• Leadership: Experience leading and training high-performing teams comprised of individual contributors. Track record of attracting, developing, and retaining top talent. Experience managing large cross-functional projects and workshops.
• Program Management: Experience leading multiple global programs within a complex tech company. Experience working in a global setting with Product or Engineering leadership.
• Trust & Safety: Track record of driving results in UGC or community platform across a range of complex issues such as child safety, adult content, hate speech, harassment, violent extremism, and misinformation.
• Process design and process improvement: Track record of designing, owning, and improving resilient processes cutting across multiple cross-functional teams. 
• Proficiency with some or all of these technologies: Slack, Notion, Figma, Mode, Atlassian/Jira, Tableau. Alternatively, you are comfortable rapidly learning about these and other new technologies, and can train others how to use them.
• Excellent problem solving, analytical, and presentation skills, with an exceptional ability to multitask and prioritize.
• Ability to distill complex issues into structured frameworks and concrete action plans.
• Strong business acumen with the ability to translate between strategic business decisions and their operational implications.
• Team player and a fast learner with a creative, empathetic, and fun attitude.
• Extremely comfortable with ambiguity.

About Patreon

Patreon powers creators to do what they love and get paid by the people who love what they do. Our team is passionate about making this mission and our core values come to life every day in our work. Through this work, our Patronauts:

• Put Creators First | They’re the reason we’re here. When creators win, we win. 
• Build with Craft | We sign our name to every deliverable, just like the creators we serve.
• Make it Happen | We don’t quit. We learn and deliver. 
• Win Together | We grow as individuals. We win as a team.

We hire talented and passionate people from different backgrounds across the organization. If you’re excited about a role but your past experience doesn’t match with every bullet point outlined above, we strongly encourage you to apply anyway. If you’re a creator at heart, are energized by our mission, and share our company values, we’d love to hear from you.

Patreon is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.

Patreon offers a competitive benefits package including and not limited to salary, equity plans, healthcare, unlimited paid time off, company holidays and recharge days, commuter benefits, lifestyle stipends, learning and development stipends, patronage, parental leave, and 401k plan with matching.