Head of Compliance & Customer Protection

About the role

Social Discovery Group (SDG) is a group of social discovery companies that turns virtual intimacy into the new normal, with a portfolio of social entertainment platforms connecting people across cultures and regions. Its international team of digital nomads works remotely from around the world. SDG is looking for a Head of Compliance & Customer Protection to join its team.

Key responsibilities

• Merge moderation and Customer Protection into one process: signal, risk assessment, review, decision, enforcement and appeal.
• Manage moderation of clients and partners: set review priorities, SLAs, quality control and review of wrongful restrictions.
• Run investigations of complaints and violations such as fraud and pressure on clients, ensuring evidence and proportionate decisions.
• Develop and update rules with Legal and turn agreed requirements into instructions for moderators, Support, Supply and partners.
• Ensure decisions are enforced across teams: Support communicates with the client, Supply drives partner actions, Compliance checks that the violation is fixed and does not recur.
• Remove root causes of repeat violations by changing checks, rules, partner training and product requirements.
• Automate checks with ML and automation, setting requirements for accuracy, manual review, appeals and rollback.
• Manage the team (in-house and freelancers) and the function's efficiency: plan workload, train people, review errors and control speed, quality and cost.
• Report the risk picture: serious and repeat violations, misses, wrongful blocks, investigation timelines and enforcement of measures.

Required profile

• Experience building an end-to-end risk process: intake, risk assessment, investigation, decision, enforcement and appeal.
• Experience managing moderation: priorities, SLAs, quality control and sample-based review.
• Experience investigating fraud and pressure patterns and applying proportionate measures.
• Ability to turn legal requirements into operational rules and instructions for several teams.
• Experience automating checks with ML, including pilots evaluated by missed violations and wrongful blocks.
• Data and reporting experience: case tracking by risk, cause, timing, decisions and recurrence, and data quality checks.

What we offer

• Remote work full-time.
• Vacation of 28 calendar days per year and 7 wellness days per year.
• Children's education reimbursement of up to $1,000 gross per year per child.
• Bonuses up to $5,000 for recommending successful applicants and 50% payment for professional training and conferences.
• Corporate discount for English lessons and health benefits, with up to $1,000 gross per year per employee for health insurance or medical fees.
• Equipped workplace in offices or co-working locations, or reimbursement of workplace costs up to $1,000 gross once every 3 years.
• An internal gamified gratitude system with bonuses exchangeable for merchandise and team activities.