Trust & Safety Ops Lead — High-Impact, AI-Enabled Policy

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

Benefits offered by this job

Health Insurance

Dental & Vision Insurance

Wellhub Memberships

401k plan with company match

Commuter Benefits

Supplemental Life Insurance

Stock Options

Job summary

Fora Travel in New York City is seeking a senior Operations role focused on Trust & Safety, advisor and partner communications, and high-scale case management. You will own end-to-end processes from intake through resolution, enforce policies, and improve playbooks with AI-assisted tooling.

The role requires 5+ years in customer-facing operations including 3+ years in Trust & Safety or related enforcement. A background in a 1099 marketplace is preferred, with a strong bias toward process

Qualifications

• 5+ years in customer-facing operations including 3+ years in Trust & Safety or a directly adjacent enforcement function.
• Experience at a 1099 marketplace, gig economy, or independent contractor platform strongly preferred.
• Proven ability to own a process, a queue, or a team rather than only working one.
• Experience owning verification, compliance, or review processes end-to-end and setting standards for distributed reviewers.
• Strong written communication skills and ability to work across a multi-system tech stack.
• 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 complex multi-party disputes.
• Maintain a high-scale queue with SLA windows and produce audit-ready documentation.
• Manage identity verification (KYC) end-to-end with distributed contract reviewers and defined escalation criteria.
• Own the enforcement communication template library and review AI-assisted assessments for accuracy.
• Design and implement rules, alerts, dashboards, and automation to surface issues earlier.
• Define, track, and report core operational metrics and deliver leadership updates.

Skills

Customer ops

Policy enforcement

KYC processes

Operational reporting

De-escalation skills

Job description

Fora Travel in New York City is seeking a senior Operations role focused on Trust & Safety, advisor and partner communications, and high-scale case management. You will own end-to-end processes from intake through resolution, enforce policies, and improve playbooks with AI-assisted tooling.

The role requires 5+ years in customer-facing operations including 3+ years in Trust & Safety or related enforcement. A background in a 1099 marketplace is preferred, with a strong bias toward process