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Director, Trust and Safety

PlayStation isn’t just the Best Place to Play —it’s also the Best Place to Work. We’ve thrilled gamers since 1994, when we launched the original PlayStation. Today, we’re recognized as a global leader in interactive and digital entertainment. The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

­­Are you an experienced senior leader protecting online commerce and content? Do you thrive on organizing and keeping several moving targets in view? If this sounds like you, then we would love to hear from you. Join us at PlayStation, where Greatness Awaits!

PlayStation is seeking a seasoned, customer focused professional to make sure our Trust & Safety (T&S) business operations run smoothly are well positioned for continued scale-able growth. The successful candidate will be a key member of the Consumer Experience team, responsible for creating and collaborating with global peers and stakeholders on corporate and community safety policies and practices, leading operations focused on ensuring on-brand experiences on the PlayStation Network. The candidate will have a proven record of employing a sound strategy that connects to company missions, leading operational improvements by owning processes, driving smart decisions through data and insights, and delivering on initiatives through strong program management that covers everything from conception & design through implementation, measurement, closure, and handover.

You will protect Sony and PlayStation consumers from the risks we face through new and creative ways to prevent fraud, online abuse, and ensuring our Gamers follow community guidelines. You will also act as a primary point person for our contact centers and make sure quality and customer satisfaction goals are met. You will focus on improving the agent’s knowledge and evolving process and policies to ensure consumer issues are resolved on the first contact. When unexpected incidents arise, you will be accountable for partnering across the organization to ensure the matter is escalated and addressed promptly.

Global Online Safety, Policy & Moderation Director

Consumer Experience at Sony Interactive Entertainment provides exceptional customer care; driving satisfaction and loyalty while building credibility and confidence when interacting online with PlayStation products and services.

Responsibilities

Lead, manage and develop a global team of Moderators and Business Analysts focused on protecting activities related to online content and commerce. Identify key development opportunities within the team to up-skill employees to run key functions within the team. Drive partner performance in accordance with strategic goals and objectives.

Develop and drive best practices that address digital abuse, risks, trust, and safety. Demonstrated Ability to build consensus, establish trust, communicate effectively and foster culture change across organizational boundaries. Partner with cross functional teams to measure risk and develop safety and community guidelines.

Drive improvement in business workflows, knowledge documentation, and training to reduce support contacts, protect against SIE risk, increase satisfaction, and decrease churn.

Develop and scale internal enforcement operations including moderation, escalation, feedback, and legal compliance. Influence product to build and improve abuse detection, analytics, and internal moderation tools

Develop and improve business workflows, knowledge documentation, and training to reduce support contacts, protect against SIE risk, increase satisfaction, and decrease churn.

Accountable for cost reduction in support costs by improving self-service support, eliminating repeat contacts, and other automation or innovation strategies.

Reduce revenue loss by identifying and resolving consumer purchase confusion as well as protecting against malicious activities.

Lead complex, business critical initiatives in support of the overall Trust & Safety operating plan and roadmap. Ideate and drive strategic change across and within the global PlayStation Safety teams.

Requirements

Bachelor's degree required.

15 years of demonstrated success and relevant work experience in business operations, moderation, and/or project/program management, ideally in an environment focused on delivering services

Proven experience successfully leading and advocating for a globally distributed team.

A deep understanding of online safety and abuse matters.

Demonstrated success at leading and managing cross functional programs and proven ability to manage by influence.

Outstanding speaking, writing, and presentation skills, as well as the ability to persuade, inspire, and motivate others.

Ability to communicate effectively across a multitude of platforms with on-site and remote team members, as well as stakeholders at multiple levels within the organization.

Comfortable challenging the status quo and re-defining / improving existing practices.

Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment.

Goal driven and target orientated whilst able to step back and look at the bigger picture. Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done.

Preferred Qualifications

Former military or law enforcement experience is highly desirable.

Master’s Degree or MBA in a related discipline.

Salesforce experience a plus.

Working understanding of SAFE Agile disciplines and standard process improvement methodologies such as SixSigma, Lean and Kaizen methods.

Intuitive understanding of a superior versus inferior customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix.

Demonstrated passion for positive community interactions and gaming.

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to race, color, religion, gender, pregnancy, national origin, ancestry, citizenship, age, legally protected physical or mental disability, covered veteran status, status in the U.S. uniformed services, sexual orientation, gender identity, marital status, genetic information or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

We sincerely appreciate the time and effort you spent in contacting us and we thank you for your interest in PlayStation.