Trust & Safety Manager

Menlo Park, California, US

WhatsApp is the world's fastest growing communication company with over 1 billion active users globally. We help bring friends, families, communities, soccer groups, doctors, storm chasers, and millions of others together. We are just getting started. We are looking for the best individuals to grow and support this incredible community of users. WhatsApp has been ranked as one of the Top 25 Most downloaded apps in over 100 countries on the App Store and has received over 1 Billion installs on Google Play. The Trust & Safety team works closely with our engineers to keep WhatsApp safe for our users. This role is a blend of IC and people management responsibilities. We are seeking a candidate to manage the four team members currently on the Trust & Safety team, and to develop the two branches of the team: technical and operations. We are also looking for a candidate to contribute to IC work on the technical side of the team.


  • Manage people on the Trust & Safety team
  • Work with the rest of the people managers in Community Operations and with the spam engineer team to develop and execute team goals
  • Help grow the two branches of this team: tech and operations
  • Develop a deep understanding of the spam & abuse issues that affect WhatsApp
  • Analyze data to identify trends in malicious accounts and spam and abuse
  • Train and evaluate classifiers to drive down spam and other nefarious behavior
  • Provide scaled support to resolve user issues, identify user trends, and work with cross- functional partners to resolve issues
  • Communicate insights around the spam & abuse ecosystem to the rest of the Community Operations team, Engineering, and other cross-functional partners
  • Use signals and insights to develop ideas for scalable solutions to support our users
  • Use and learn tools like SQL and Excel to drive efficient analytics and reporting
  • Apply your expertise in quantitative business analysis, data mining, and the presentation of data to identify trends and opportunities in driving down spam and other nefarious behavior
  • Analyze and interpret data in order to devise hypotheses on how spam and other nefarious activity is proliferating
  • Work with engineering to implement effective countermeasures to eliminate spam based on these identified patterns
  • Be a thought leader for data-informed initiatives and guide the team’s direction overall

Minimum Qualification

  • BA/BS in Computer Science, Math/Finance, Physics, Applied Economics, Statistics or other technical field
  • 1+ years of work experience in people management
  • Experience in adversarial space like fraud and spam
  • 6+ months work experience with SQL
  • 6+ months work experience with data analysis
  • 6+ months of development experience in at least one scripting language (PHP, Python, Perl, Unix Shell Scripting)
  • Communication skills
  • Analytical and problem-solving skills
  • 1+ years experience using WhatsApp
  • Ability to assess, analyze and resolve issues, and distill into communication
  • Analytical skills, with experience solving problems using data and providing practical business