Trust & Safety Operations Team Lead

Our Trust & Safety Operations team is responsible for the prevention and empathetic resolution of any safety or security issues that may arise from visitors to our homes.  As the Team Lead,  you are a safety-centric professional who is level-headed, a good communicator and enjoys solving customer issues by developing scalable processes.  You are also a quantitatively driven, detail focused and business-savvy person who enjoys building and developing a team. You’ll help develop innovative solutions and play a meaningful role working cross-functionally to build programs to enhance trust, enable business growth and protect the Opendoor brand.

Responsibilities:

  • Develop an operations team and optimize processes for incident response across all Opendoor markets
  • Demonstrate exceptional judgement in handling sensitive issues and a mindset for recognizing and mitigating risk
  • Set and own performance KPIs, setting clear targets and action plans to ensure goals are met
  • Be able to deep-dive in performance metrics, perform gap analysis and take data-driven actions to continually improve the customer experience, safety and efficiency of Trust and Safety Operations
  • Be a passionate advocate for the safety of visitors, buyers and sellers within the business by leveraging customer insights
  • Collaborate with cross-functional teams to drive concepts to high impact solutions
  • Communicate and report overall status, primary metrics, key issues and solution plans to senior management

Basic Qualifications:

  • 3+ years of experience in risk, trust and safety, or fraud operations team lead roles
  • Built and successfully managed an operations team
  • Success in operational process and optimization projects.  You can quickly understand how an operation works, spot gaps and optimize in a measurable way
  • Extreme focus on data and analytics to solve problems and have a track record of driving results through continuous improvement
  • Strong customer advocate that can build empathetic processes that can scale
  • Calm under pressure and demonstrated great organizational skills, integrity and follow-through
  • Excellent judgment and risk management mindset
  • History of effectively working with multiple teams to build new capabilities and implement projects
  • Proven ability to work in a fast-paced environment and manage priorities across multiple simultaneous projects
  • Excellent time management skills, written and verbal communication
  • Willingness to hustle and a “get it done” attitude

Preferred Qualifications:

  • Bachelor’s degree or equivalent work experience

More About Us
Want to learn more about us and how we are revolutionizing the home buying and selling process? Learn more about us on our website, check out our profile on The Muse to learn more about our culture from our team members, or read our blog posts to hear about the work we are doing.

We Offer the Following Benefits and Perks:
- Full medical, dental, and vision with optional 70% coverage for dependents
- Flexible vacation policy
- Educational budget to invest in your career development and growth
- Fitness/Commuter Benefit stipend
- Generous parental leave
- Paid time off to volunteer
Please note that these benefits and perks are available only to Full Time team members and do not apply to contract roles.

Opendoor values Openness
Our team celebrates our diverse backgrounds. We believe that being open about who we are and what we do allows us to be better. Individuals seeking employment at Opendoor are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.

Back to top