Trust & Safety Contractor

Aditi Consulting; Menlo Park (CA); On-site; USD 48,000 - 55,000; Full time

Job summary

Aditi Consulting is seeking a staff augmentation specialist to support the IP Ops team within the Business Integrity Operations Program Management. You will work alongside FTEs to process operational queues, follow SOPs, handle escalations, and perform root cause analysis on issues to improve throughput and policy application.

The role requires 2 years of relevant trust & safety or content operations experience, a Bachelor’s degree, and strong communication in a fast-paced environment.

Qualifications

• 2 years of experience in trust & safety operations, content moderation, integrity/IP enforcement, or a comparable operational program management role.
• Comfortable doing investigations and root cause analysis, escalation handling.
• Demonstrated ability to follow SOPs precisely while exercising judgment on nuanced or ambiguous cases.
• Strong communication skills and experience in a fast-paced environment.

Responsibilities

• Process IP operations queues in accordance with documented SOPs and policy guidelines.
• Handle escalations by triaging, investigating, and routing complex cases to appropriate stakeholders.
• Perform root cause analysis (RCA) on errors, trends, and process breakdowns; document findings and recommend corrective actions.
• Collaborate with FTE counterparts and cross-functional partners to ensure consistent enforcement outcomes.
• Maintain accurate case documentation and contribute to quality assurance reviews.
• Flag process gaps or SOP ambiguities and support continuous improvement initiatives.

Skills

Root cause analysis

SOP adherence

Communication skills

Attention to detail

Education

Bachelor's Degree

Job description

Payrate: $35.00 - $40.00/hr

We are seeking a Candidate to provide staff augmentation for the IP Ops team within Business Integrity Operations Program Management. This Candidate will work directly alongside FTEs to process operational queues following established SOPs, handle escalations, and perform root cause analysis (RCA) on emerging issues. The ideal candidate brings 2 years of experience in trust & safety, content operations, or integrity program support, with demonstrated ability to follow process rigorously while exercising sound judgment on edge cases. This role is critical to maintaining throughput and quality on IP enforcement workflows during a period of elevated volume. Provide day-to-day operational support for Intellectual Property enforcement queues, working embedded with FTEs to maintain SLA compliance, quality standards, and consistent policy application.

Responsibilities

• Process IP operations queues in accordance with documented SOPs and policy guidelines.
• Handle escalations by triaging, investigating, and routing complex cases to appropriate stakeholders.
• Perform root cause analysis (RCA) on errors, trends, and process breakdowns; document findings and recommend corrective actions.
• Collaborate with FTE counterparts and cross-functional partners to ensure consistent enforcement outcomes.
• Maintain accurate case documentation and contribute to quality assurance reviews.
• Flag process gaps or SOP ambiguities and support continuous improvement initiatives.

Qualifications

• 2 years of experience in trust & safety operations, content moderation, integrity/IP enforcement, or a comparable operational program management role.
• Minimum of a Bachelors Degree in related field required.
• Comfortable doing investigations/ root cause analysis, escalation handling.
• Demonstrated ability to follow SOPs precisely while exercising judgment on nuanced or ambiguous cases.
• Strong communication skills and has worked in a fast-paced environment before.

Pay Transparency

The typical base pay for this role across the U.S. is: $35.00 - $40.00/hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.