Business Operations Manager (Trust & Safety)

Kindred is a members-only home swapping network that unlocks the ability to live a travel-rich lifestyle through the power of community. By exchanging primary residences with trusted peers, renters and owners alike can match with Kindred spirits and explore new destinations without breaking the bank.We are on a mission to build a sharing economy that lives up to the name, and we’ve raised significant capital from some of the best investors in Silicon Valley, including Index Ventures, Andreessen Horowitz, New Enterprise Associates, Bessemer Venture Partners, Caffeinated Capital, Elad Gil, and the founders of Opendoor, Figma, ClassPass, Clubhouse, Divvy, Gem, and Homebound.The co-founders are proven leaders from the early team at proptech company Opendoor ($15B+ exit) and have each separately built and scaled products that today do $1B+ annual revenue combined.We’re looking for the world’s top builders, executors, and believers to join us on this ride.You can learn more about us in Forbes and TechCrunch.The Role:At Kindred, operations is at the heart of everything we do. We’re looking for a Business Operations Manager to lead initiatives that helps Kindred maintain a high bar for customer experience and efficiency as we scale. This role will report directly into our Head of Operations and will help develop our Trust & Safety strategy focused on incident response, policy management and implementing risk mitigation solutions. Your mission is to ensure a seamless and secure experience for all users, fostering trust and confidence in our platform.You Will:Work closely with our leadership team to develop and execute a comprehensive trust and safety strategy that addresses current challenges while anticipating future needs.Work closely with stakeholders across Ops, PED, & Growth to execute initiatives that drive Trust & Safety improvements within our OKR structure.Develop and maintain reporting & analytics to help measure our member experience, Operations, and PED feature impact.Develop and maintain community standards and platform policies, balancing user experience with risk management.Proactively identify risks and vulnerabilities within the platform, and work cross-functionally to mitigate these risks through product, policy, or operational improvements.Develop & monitor policy-related performance trends to measure the effectiveness of Trust & Safety policies and initiatives — such as resolution rate, resolution cost, policy adherence rate.Work closely with the Operations team on incident support, ensuring timely and effective resolution, maintaining policy performance, while upholding member trust and safety throughout the travel experience.You may be a fit for this role if you:Are a strategic thinker with at least 5+ years of experience in business operations.Strong operator with a track record of driving improvements in efficiency, customer experience, and risk management — preferably at a consumer tech or travel company.Ability to work collaboratively with cross-functional teams such as Ops, Growth, & PED.Strong project management skills with excellent communication and interpersonal skills.Strong reporting & analytical skills — SQL proficiency strongly preferred.Excels in solving problems in a fast-paced environment.Bonus points if you:Experience in trust and safety best practices and regulatory requirements for online platforms.Experience working in a travel or shared-economy platform.Background in user behavior analysis, content moderation, or regulatory compliance.Our Benefits:At Kindred, we know that good things happen when we look out for one another. We offer our employees the following benefits:Our opening spans more than one career level. The base salary offered depends on many factors, such as work experience, transferable skills, business needs and impact, and market demands.A vibrant, inclusive, and highly skilled team that ferociously protects team chemistryA culture of championship (vs. just mentorship), feedback, and continual developmentCompetitive cash compensation and equityComprehensive health benefitsFlexible vacation policyUnlimited credits to stay at Kindred homes during your time as an employee$4,000 annual travel stipend to use toward travel costs to stay at a Kindred homeRemote-flexible work environment. We encourage team members to travel and adventure, including working from Kindred HQ in San Francisco!Regular offsites to co-locate with the teamWe are committed to providing equal employment opportunities for all applicants and employees. Kindred does not discriminate on the basis of any protected characteristic, including race, color, ancestry, national origin, religion, creed, age, disability, sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, family care or medical leave status, marital status, domestic partner status, military and veteran status, or any other characteristic protected by US federal, state or local laws, or the laws of the country or jurisdiction where you work. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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