[Hiring] Team Lead, Trust and Safety @Zocdoc

Role Description

Zocdoc's most important asset is our people. As the Team Lead for Trust & Safety Operations, you'll play a central role in protecting the integrity of Zocdoc's marketplace — ensuring that patients, providers, and internal partners can trust how we make and enforce Trust & Safety decisions at scale.

• Trust & Safety depends on nuance, fairness, and consistency.
• Bridge strategy and frontline execution — ensuring that growth and the responsible adoption of AI never come at the expense of accuracy, accountability, or trust.
• Provide the human judgment, coaching, and operational rigor that cannot be fully automated.
• Help Zocdoc scale responsibly.

This is a fully remote role open to candidates based anywhere in the United States.

Qualifications

• Experience in Trust & Safety, Operations, Risk, or a similar function where policy enforcement and sound judgment are central to the work.
• Demonstrated experience as a team lead, mentor, subject matter expert, or informal leader who has supported others' performance and development.
• Fluency with AI-assisted workflows and tools (e.g., ChatGPT, Claude, or similar).
• A track record of making thoughtful, risk-informed decisions with incomplete information and documenting your rationale clearly.
• Strong written and verbal communication skills — with the ability to translate complex policies into clear, operational guidance.
• Comfort with metrics and QA frameworks: reading dashboards, spotting trends, and turning insights into action.
• An ownership mindset: proactively surface risks, drive follow-through, and care deeply about the team's outcomes and health.

Requirements

• Excited and fluent in working alongside AI tools — leveraging automation where it helps and stepping in where human judgment is critical.
• Energized by coaching others and raising the bar on quality, not just clearing your own queue.
• Comfortable making judgment calls in ambiguous, high-stakes scenarios and clearly explaining the "why" behind your decisions.
• Highly organized and motivated by smooth operations, clear expectations, and consistent processes.
• Curious about how patterns in cases, metrics, and feedback can surface deeper risks or opportunities for improvement.
• Able to balance empathy for team members and users with a clear-eyed view of risk, policy, and marketplace integrity.

Benefits

• Flexible work environment
• Competitive PTO
• 100% paid employee health benefit options (including medical, dental, and vision)
• 401(k) with employer-funded match
• Corporate wellness programs with Wellhub
• Sabbatical leave (for employees with 5+ years of service)
• Competitive paid parental leave and fertility/family planning reimbursement
• Cell phone reimbursement
• Employee Resource Groups and ZocClubs to promote shared community and belonging
• Great Place to Work Certified
• Base salary range for this role is currently $65,000 – $85,000 for remote positions only.