Job Description

About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Summary

The Director of Integrated Solutions leads solution design efforts in the fast-evolving Trust & Safety domain. The Director creates scalable and compliant BPO solutions that protect users, ensure platform integrity, and mitigate digital risk across social media, e-commerce, gaming, fintech, and other online ecosystems. This requires understanding in how to blend policy enforcement, moderation workflows, regulatory requirements, and technology to deliver effective and ethical Trust & Safety programs. 

Primary Job Responsibilities

• Design Holistic Trust & Safety Solutions: Architect content moderation, user-generated content (UGC) review, fraud detection, platform integrity, and online abuse mitigation solutions tailored to client risk profiles and brand values.

• Embed Safety, Compliance & Wellbeing: Ensure solutions are compliant with international laws and standards (e.g., GDPR, DSA, COPPA, CSEA guidelines), and prioritize the mental health and safety of moderators through workflow design and well-being protocols.

• Client Discovery & Collaboration: Lead client discovery to assess risk tolerance, escalation policies, volume forecasts, and content types. Serve as a strategic advisor to clients focused on creating safer online environments.

• Partner Across Teams: Work with Sales, Operations, Legal, Ethics, Wellness, Security, and Tech teams to co-develop scalable Trust & Safety programs. Collaborate with delivery to ensure successful onboarding and ongoing service quality.

• Innovate with Digital Capabilities: Integrate AI/ML moderation tools, automated filtering, escalation systems, and case management platforms into Trust & Safety designs. Evaluate moderation tech stacks for ethical and operational effectiveness.

• Support RFPs & Proposals: Develop tailored proposals, solution overviews, compliance frameworks, and business cases in response to client opportunities. Communicate operational feasibility, cost models, and risk mitigation plans clearly.

• Lead Client-Facing Discussions: Present solutions to prospective clients, advise on global moderation practices, and support due diligence and readiness assessments for global Trust & Safety programs.

• Monitor Industry Trends: Stay ahead of regulatory changes, tech innovation, and online threat vectors (e.g., hate speech, CSAM, misinformation, scams). Use this insight to proactively guide solution evolution and client readiness.

Qualifications

• 4–6 years of experience in Trust & Safety, digital risk operations, content moderation, or platform integrity roles
• Experience managing or designing solutions for Tier 1 content (graphic, violent, or sensitive content)
• Exposure to e-commerce fraud, identity verification (KYC), and policy enforcement processes is a plus
• Bachelor’s degree or equivalent professional experience
• Certifications Preferred: 
• Trusted & Safety Professional Association training
• ICMEC or Tech Coalition training modules
• Proven success designing or supporting BPO or in-house Trust & Safety programs.
• Knowledge of global Trust & Safety frameworks and legislation:
• General Data Protection Regulation (GDPR)
• Digital Services Act (DSA) – EU
• Children’s Online Privacy Protection Act (COPPA) – US
• Child Sexual Exploitation and Abuse (CSEA) Compliance Standards
• Section 230 (US platform liability law)
• Experience with KYC (Know Your Customer) processes and Anti-Fraud strategies, particularly in the context of online safety, financial compliance, and identity verification.
• Experience with moderation platforms, case management tools, and AI moderation vendors (e.g., Hive, Two Hat, Spectrum, ActiveFence).
• Understanding of moderator well-being practices: trauma-informed training, tiered content workflows, and psychological support structures.
• Strong commercial acumen with the ability to balance risk, cost, and experience.
• Strategic Thinking: Ability to develop and implement long-term strategies that align with business goals and industry developments.
• Cross-Functional Collaboration: Ability to work effectively with various teams, including IT, operations, compliance, and sales, to ensure integrated solutions meet all aspects of the business.
• Customer-Centric Mindset: Focus on understanding and addressing client needs, enhancing customer experience, and ensuring the delivery of value through integrated solutions.
• Problem-Solving Skills: Proficiency in identifying issues, analyzing data, and designing innovative solutions to complex challenges.
• Communication Skills: Strong verbal and written communication abilities, capable of conveying technical concepts to non-technical stakeholders and vice versa. Excellent storytelling, and executive communication skills

Pre-Employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years. 

EEO Statement 

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination

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