Manager Trust & Safety

About the role

We are seeking an experienced Trust & Safety Operations Manager to join our CoE in Bangalore, India. The Trust & Safety team is part of Security, Safety & Fraud, a dynamic, lean unit providing hands-on support for day-to-day safety and security, operating with the ambition to deliver 24/7 coverage.

In Trust & Safety, we address critical issues such as physical and sexual violence, safety hazards, and privacy violations like hidden cameras. Our mission is to keep our customers safe, build trust in our products and services, and promote positive behavior among partners and guests to create a great experience. Currently, the primary focus is on supporting Booking.com, with plans to extend support to other brands and functions within the Booking Holdings enterprise in the future.

As a Trust & Safety Operations Manager, you will lead two teams, focused on mitigating trust and safety risks. You will be responsible for executing the operations strategy defined by senior leadership at Booking.com. Your role is to drive successful operations, foster innovation, and promote continuous improvement. Acting as a consensus builder, you will collaborate closely with Trust & Safety management, leadership, and HQ teams. Additionally, you will build and maintain strong cross-functional relationships with leaders and managers throughout the organization.

B.responsible

Operations Management

• Lead and manage two teams responsible for mitigating Trust & Safety threats;
• Execute the operations strategy as defined by senior leadership at Booking.com;
• Lead teams to consistently achieve their targets and contribute to business goals;
• Monitor and drive improvement of operational efficiency & excellence of the team;
• Set clear, aligned operational goals that support company priorities;
• Proactively identify and remove blockers with a solution-focused mindset.
• Gather input, explore ideas, and influence stakeholders to deliver high-value outcomes;
• Conduct workload analysis to help prioritize tasks based on impact and risk;
• Act as an advisor to senior management and maintain focus on strategic priorities;
• Take ownership of cross-functional projects supporting Trust & Safety goals.

People management

• Foster a culture that connects, engages, and motivates team members;
• Identify development needs and provide actionable, positive feedback and coaching;
• Support and challenge direct reports and the teams to enable personal and professional growth;
• Cultivate a safe and open environment where regular, constructive feedback is encouraged;
• Lead talent acquisition, onboarding, and retention efforts to build a strong global team;
• Guide the team through periods of change with motivating leadership;
• Resolve conflicts and issues within the team promptly and effectively;
• Promote team resilience by focusing on overall wellbeing.

B.skilled

• Bachelors degree or specialized diploma in a relevant field (e.g. Trust & Safety, Health & Safety, Criminology, Human Rights, International Relations, Homeland Security, Politics, Physical Security, Crisis Management, Business Resilience);
• Strong domain knowledge of security and safety governance, including trust & safety, intelligence, crisis management, physical security, human rights, and risk management;
• to 8+ years of experience leading and managing operations teams, including managing team leads;
• Experience in a similar role handling sensitive issues such as human rights, sexual assault, physical violence, and safety hazards;
• Experience working in fast-paced environments and performing well under pressure;
• Strong decision-making skills with self-discipline and a proactive mindset;
• Excellent written and verbal communication skills, able to advise stakeholders at all levels;
• High psychological resilience working with sensitive, distressing matters and ability to perform under pressure;
• Excellent time management and prioritization skills;
• Strong sense of ownership and urgency to get important work done efficiently;
• Self-starter, hands-on, able to work independently across complex, cross-functional projects;
• Highly trustworthy, managing confidential and sensitive information with discretion and professionalism;
• Commercially minded with a business-driven attitude;
• Flexible schedule with no strict 9-to-5 mentality, responsive across time zones to support global customers;
• Excellent team player with strong collaboration skills;
• Open to feedback and committed to continuous learning and improvement;
• Crisis management experience is a plus;
• Knowledge of the travel industry is a plus.