Zoom is in search of a leader for its Prevention & Recovery Team (PnR) which is a critical part of Zoom’s Trust and Safety (T&S) team. T&S handles fraud, complaints of abuse on the platform (such as meeting disruptions), responds to law enforcement requests from around the globe, carries out part of Zoom’s export control program, and is building Zoom’s arsenal of tools to combat abuse both before and after it happens.

PnR is the operational linchpin of the T&S team. We respond to and investigate user reports of abuse, we help develop new proactive tools to prevent abuse from happening on Zoom, and we work cross-functionally to create products that are safe-by-design. The PnR team is creative and collaborative. We work closely with anyone at Zoom who has identified potential abuse, from billing, to support, to legal and communications. We have dedicated engineering and data science resources and access to any internal tool we need to carry out our mission. We also work with external partners, for example when a particular kind of abuse involves other tech platforms. We are committed to ensuring transparency, consistency, and adhering to compliance regulations.

PnR is embedded within Zoom’s energetic and dynamic T&S team. T&S is committed to bringing happiness to customers while creating a culture of trust, safety, and respect. Zoom takes the privacy and security of our customers and their data extremely seriously. We maintain a steadfast commitment to promoting the free and open exchange of ideas. The T&S team challenge includes carefully balancing the privacy of Zoom customers and users against the important security interests of our world.

To that end, we’re seeking a Manager who can continue to grow our awesome PnR team and expand its scope and impact, both internally and public-facing.

Responsibilities:

• Lead and prioritize the team’s different areas of responsibility

• Lead the PnR’s team of 8 analysts, and our contractor team, both of which are likely to grow in number in the near future

• Work closely with the other T&S teams to both create and operationalize T&S priorities

• Help shape Zoom’s T&S policy alongside the Policy teams to reflect practical operational considerations

• Review content that may be confidential, sensitive, or controversial in nature

• Develop processes and procedures to streamline work and make it more efficient

• Coach the analysts to help them grow and develop. “Load balance” so that nobody gets overwhelmed

• Grow the analysts as future leaders within Zoom, where appropriate

• Collaborate closely with data science, engineering, technical support and others within Zoom to gather and analyze information

• Assist in the development of ad-hoc analysis, reports, presentations, and special projects for Senior Management

• Provide input on product safety and on T&S internal tools

Requirements:

• Bachelor's degree and five years of Trust & Safety or related experience. Related experience includes, among other things, having been involved in or leading teams which work counter-abuse investigations and resolution of user abuse reports (e.g., reports of fraud, spam, account take-overs, hateful conduct, and other abuse types as described in Zoom’s Community Standards) 

• Demonstrated effective time management and organizational skills

• Excellent analytical and problem-solving skills, including the ability to make sense of complex, high-quality, and sometimes contradictory information to effectively solve problems

• Must have a learning mindset with the ability to experiment when tackling new problems using both successes and failure as learning fodder

• Effective and timely communicator. Strong verbal and written communication skills are a must along with an ability to provide feedback, coaching, and direction to individual contributors

• Detail-oriented and has an inquisitive nature which helps with troubleshooting.

• Ability to work with cross-functional partners to develop processes and procedures

• Ability to recognize the value of different perspectives and to build a team that applies its diverse skill sets and perspectives to achieve common goals

Preferred: 

• Experience in data query and analysis skills (MySQL, Tableau, Splunk, etc.) 

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Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

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