VP, Global Head of Trust & Safety

About the role

Cloudflare is looking for a highly experienced and visionary new leader of its Global Trust and Safety team. In pursuit of its goal to “help build a better Internet,” Cloudflare operates one of the world’s largest and most important cloud networks. Maintaining the high level of trust between the Company and our customers, partners, and the larger Cloudflare community is critical. Our Trust and Safety team operates in a dynamic environment to implement policies that further this trust, responding to legal requests for information about our customers and use of our network, assisting Cloudflare employees implementing security and compliance programs, and supporting our customers, their users, and complaining parties to address claims of abuse.

At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with and are willing to roll up their sleeves to fix them. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and believes that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.

WHAT YOU'LL DO

In this role, you will lead Cloudflare’s team of investigators and engineers who process requests for information and abuse reports through a system of automated systems and manual escalation protocols. You will be expected to provide vision for the team, developing new ways to build trust in Cloudflare’s network, consistent with Cloudflare’s principles. You will create and maintain clear policies, identify appropriate areas and mechanisms for automation, and ensure consistent and fair application of Cloudflare’s standards. You will be responsible for identifying and recruiting top talent to your team and engaging with leaders across the organization, including the Legal, Policy, Security, Communications, Support, Product and Engineering teams.

You will also represent the company externally with industry peers and government officials, and help identify potential trust and safety related partners and engagements.

Based on the variety of products offered by Cloudflare and the complexity of global legal standards covering requests for information and abuse, the right candidate will have technical expertise, be able to create policies and protocols that account for this complexity, effectively manage a global team responsible for implementing those changing policies, and develop creative solutions that take advantage of Cloudflare’s tools to improve trust and safety functions across the company. You will be expected to solve hard problems under pressure, often with senior executives and internal experts, and clearly communicate your vision to stakeholders across the company.

Responsibilities

• Help design and build a trust and safety function for a highly technical company that is designed for the age of AI.
• Build, develop, and manage a world-class globally-distributed team that operates 24/7/365.
• Create and maintain processes and policies for handling legal requests and abuse complaints.
• Ensure consistent, timely, efficient, and fair application of those policies across a variety of circumstances and locations, incorporating AI-powered automation and processing,
• Liaise with senior company leaders, attorneys, engineers, and security staff inside Cloudflare to address circumstances that arise with regard to operation of the Trust & Safety team.
• Work with engineers to create and improve automated tools to drive improvements and increase efficiencies.
• Partner with the Policy, Legal, and Product teams to develop and implement policies and guidelines that can be enforced in a scalable fashion.
• Deal with sensitive content and emotionally charged escalations with tact and a calm demeanor.
• Take responsibility for online fraud and safety concerns, including but not limited to account security, safety concerns and user trust.
• Represent the company externally with industry groups, government officials, enterprise customers, and members of the press to explain Cloudflare’s approach to Trust and Safety.
• Maintain and build upon Cloudflare’s transparency reporting process by identifying new areas of interest and information that we should be sharing with the public to maintain trust.

DESIRABLE SKILLS, KNOWLEDGE, AND EXPERIENCE:

• 15+ years relevant experience demonstrating leadership in Trust and Safety, fraud, risk management, threat intelligence,  or customer support roles developing and implementing policies to address requests for information and abuse complaints at scale.
• 8+ years experience managing a large team effectively with a strong desire to help others learn and grow.
• Experience working with law enforcement and legal requests for customer information.
• Deep technical experience understanding how the Internet works.
• Understanding of the Internet ecosystem and the roles and functions of the various types of online service providers.
• Experience in assessing, analyzing, and resolving complex and sensitive issues, often under considerable time pressure.  You must have demonstrated the ability to thrive in crisis management.
• Experience with analytics and experience solving problems using data and providing practical business insights.
• Experience working closely with c-suite level executives.
• Significant awareness of existing and emerging approaches to law enforcement access and intermediary liability to be able to engage on such issues at a very high level.
• A global network of contacts --you can reach the right people quickly to help solve problems that you can’t solve directly.
• Experience working on international issues with a global mindset.
• Strong communication skills across technical and non-technical audiences.
• Excellent collaboration and consensus-building skills.
• Ability to prioritize and multitask; ability to adapt to a fast-moving environment.

Compensation

Compensation may be adjusted depending on work location.

• For San Francisco Bay Area based hires: Estimated annual salary of $325,000 - $447,000.

• For Washington D.C. based hires: Estimated annual salary of $311,000 - $427,000.

Equity

This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave

WHAT MAKES CLOUDFLARE SPECIAL?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

Please note that applicants who progress to the offer stage of the interview process may be asked to attend an in-person interview within one of the Cloudflare Offices or Cloudflare Hubs. More details about this will be available at that stage of the interview process.

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.