Trust and Confidence Specialist

Shutterfly; Eden Prairie (MN); Remote; USD 128,000 - 154,000; Full time

Benefits offered by this job

Bonus potential

Health benefits

401(k) program

Remote work

Job summary

Shutterfly is seeking a Trust and Confidence Specialist to help protect customers and the platform from harmful content. You will coordinate intake, triage, and resolution of incidents, oversee third‑party reporting to the NCMEC, and support investigations involving CSAM, NCII, fraud, impersonation, harassment, and platform abuse.

The role blends investigative work with vendor and program operations. The position may be remote within US states where Shutterfly is registered, with potential

Qualifications

• 3–7+ years in investigations, trust & safety, intelligence analysis, law enforcement, security operations, fraud prevention, or related fields.
• Experience liaising with or supporting law enforcement engagement processes.
• Experience handling sensitive confidential matters.
• Strong investigative and analytical skills.
• Excellent written communication and documentation.
• Basic understanding of online abuse vectors and digital evidence handling.
• Demonstrated ability to work cross-functionally with Legal, Engineering, and other internal stakeholders.

Responsibilities

• Coordinate intake, triage, and resolution of trust and safety incidents.
• Coordinate and oversee third-party reporting of qualifying incidents to the NCMEC CyberTipline.
• Support investigations involving CSAM, NCII, fraud, impersonation, harassment, and platform abuse.
• Maintain evidence and documentation standards.
• Serve as a primary coordinator for third-party moderation providers.
• Internal point of contact for case escalations from third-party providers and law enforcement inquiries, routing to Legal and other stakeholders as needed.
• Manage third-party vendor contracts and onboarding, including scope of work, data handling requirements, and offboarding procedures.
• Track SLA and vendor performance.
• Review case status and outcomes reported by third-party providers to validate progress and resolution.
• Identify trends and surface findings to inform policy and process changes.
• Monitor legal, regulatory, and industry developments related to online trust, safety, and abuse reporting requirements.
• Develop metrics and reporting to track program performance, identifying opportunities for organizational or process change.
• Identify and lead process and automation improvements to increase operational efficiency across trust and confidence workflows.

Skills

Investigations

Trust & Safety

Analytical skills

Law enforcement liaison

Written communication

Confidential handling

Tools

NCMEC reporting

Job description

At Shutterfly, we make life’s experiences unforgettable. We believe there is extraordinary power in the self-expression. That’s why our family of brands helps customers create products and capture moments that reflect who they uniquely are.

Shutterfly is looking for a Trust and Confidence Specialist to join their team! The Trust & Confidence Specialist serves as a key operational member of Shutterfly's Information Security organization, helping protect customers, users, and the platform from harmful and illegal content. This role coordinates the organization's response to sensitive trust and safety matters including Child Sexual Abuse Material (CSAM), non-consensual intimate imagery (NCII), exploitation content, platform abuse, and other high-risk trust concerns, including coordinating reports to the National Center for Missing & Exploited Children (NCMEC), which are then forwarded to law enforcement for further action.

The position combines investigative, operational, and technical responsibilities while acting as a liaison to internal stakeholders and third-party trust and safety providers. In the course of this work, this role may be exposed to graphic, illegal, and otherwise harmful content including images, video, and text depicting child sexual abuse material, exploitation, and other severe harms as part of investigating and resolving trust and safety incidents. Shutterfly is committed to supporting the wellbeing of employees in this role through dedicated wellness resources, resilience training, and access to mental health support.

KEY RESPONSIBILITIES

Trust & Safety Operations

• Coordinate intake, triage, and resolution of trust and safety incidents.
• Coordinate and oversee third-party reporting of qualifying incidents to the NCMEC CyberTipline, ensuring timely and accurate submission.
• Support investigations involving CSAM, NCII, fraud, impersonation, harassment, and platform abuse.
• Maintain evidence and documentation standards.

Vendor & Case Management

• Serve as a primary coordinator for third-party moderation providers.
• Serve as the internal point of contact for case escalations from third-party providers and law enforcement inquiries, routing to Legal and other stakeholders as needed.
• Manage third-party vendor contracts and onboarding, including scope of work, data handling requirements, and offboarding procedures.
• Track SLA and vendor performance.

Investigation & Intelligence

• Review case status and outcomes reported by third-party providers to validate progress and resolution of reporting.
• Identify trends and emerging risks by analyzing case volume, category, and outcome data reported by third-party providers, and surface findings to inform policy and process changes.
• Monitor legal, regulatory, and industry developments related to online trust, safety, and abuse reporting requirements.

Program Operations

• Develop metrics and reporting to track program performance, identifying opportunities for organizational or process change.
• Identify and lead process and automation improvements to increase operational efficiency across trust and confidence workflows.

QUALIFICATIONS

Required

• 3-7+ years in investigations, trust & safety, intelligence analysis, law enforcement, security operations, fraud prevention, or related fields.
• Experience liaising with or supporting law enforcement engagement processes.
• Experience handling sensitive confidential matters.
• Strong investigative and analytical skills.
• Excellent written communication and documentation.
• Basic understanding of online abuse vectors and digital evidence handling.
• Demonstrated ability to work cross-functionally with Legal, Engineering, and other internal stakeholders.

Preferred

• Law enforcement, detective, cybercrime, digital forensics, or trust & safety background.
• Experience with NCMEC reporting processes and content moderation technologies.
• Vendor management experience.
• SQL, Python, analytics or workflow automation skills.

KEY COMPETENCIES

• Investigative Judgment
• Emotional Resilience
• Attention to Detail
• Technical Aptitude
• Collaboration & Influence
• Integrity & Confidentiality

Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it’s the right thing to do for our business and for our people. We welcome all applicants and evaluate them based on their qualifications. Learn more about our commitment to Diversity, Equity, and Inclusion on our Career Site.

The compensation package for this role is based on multiple factors, such as job level, responsibilities, location, and candidate experience. The base pay ranges included below are specific to the locations listed, and may not be applicable to other locations.

California : [$128,000-181,250]

Connecticut and New York: [$128,000-165,750]

Colorado, Illinois, Minnesota and Washington: [$128,000-153,500]

Nevada: [$120,250-165,750]

Maryland and New Jersey: [$138,250-165,750]

Hawaii : [$120,250-144,250]

This position may be eligible for a bonus incentive, health benefits, a 401K program, and other employee perks. More details about our company benefits can be found at https://shutterflyinc.com/benefits/.

This opportunity can be remote, but candidates must reside in a state in which Shutterfly is registered to do business. This includes all US states except District of Columbia, North Dakota, Mississippi, Rhode Island, Vermont, and Wyoming.

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