Trust & Safety Operations Lead — Master Multi-Party Disputes

Fora (Interview Calendar); New York (NY); On-site; USD 130,000 - 160,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Unlimited vacation

401k plan with company match

Stock Options

Commuter Benefits

Job summary

Fora is seeking a seasoned operations professional to lead high-scale, customer-facing enforcement and Trust & Safety initiatives from its New York City office. You will own end-to-end case management, de-escalation strategies, and multi-party dispute resolution, while building scalable processes and playbooks across AI-assisted tooling and multiple systems.

The role requires 5+ years in related operations, with 3+ years in enforcement, and a proven track record of owning end-to-end processes in

Qualifications

• 5+ years in customer-facing operations including 3+ years in Trust & Safety or enforcement functions
• Experience owning a process, a queue, or a team with documented decision quality across them
• Experience owning a verification, compliance, or review process end-to-end
• Proven ability to de-escalate complex, multi-party disputes with empathy and professionalism
• Strong written communication skills for nuanced enforcement communications
• Comfort with a multi-system tech stack and quick to learn new tools
• Based in NYC or willing to relocate; authorized to work in the US

Responsibilities

• Own end-to-end case management for advisor, client, and partner reports including chargebacks and fraud investigations
• Maintain SLA-adherent, audit-ready documentation and escalate high-severity cases
• Manage identity verification processes and playbooks with contract reviewers
• Draft communications and oversee AI-assisted case tooling with override capabilities
• Identify repetitive tasks to design out manual work and build rules, alerts, dashboards, and automations
• Define, track, and report core operational metrics and deliver weekly/bi-weekly leadership reports

Skills

Customer-facing operations

Trust & Safety

Policy decisions

De-escalation

Written communications

Multi-system tech stack

Process ownership

Tools

BI/Data warehouse platforms

Identity verification systems

AI-assisted case tooling

Workflow automation

Issue tracking tools

Job description

Fora is seeking a seasoned operations professional to lead high-scale, customer-facing enforcement and Trust & Safety initiatives from its New York City office. You will own end-to-end case management, de-escalation strategies, and multi-party dispute resolution, while building scalable processes and playbooks across AI-assisted tooling and multiple systems.

The role requires 5+ years in related operations, with 3+ years in enforcement, and a proven track record of owning end-to-end processes in