Director, Trust & Safety

Director, Trust & Safety Location : Austin, TX | Hybrid About Furnished Finder: Furnished Finder is the leading two-sided marketplace for monthly furnished rentals, connecting landlords with renters seeking stays of 30 days or more. Our diverse tenant base includes traveling medical professionals, corporate contractors, digital nomads, relocating families, academics, and more. With a growing network of 300,000+ listings and over 240,000 landlords nationwide, Furnished Finder helps renters find real homes in real communities—without booking fees or hidden costs. In 2025, Newsweek named Furnished Finder one of America’s Best Online Platforms, ranking us #1 in the Real Estate category. Founded in 2014, we continue to redefine flexible housing for the modern renter. Why Join Us When you join Furnished Finder, you’re joining a leadership team with 70+ years of combined experience across real estate and travel. As we enter our next phase of growth, we’re looking for curious, motivated self-starters who are excited to learn, build, and grow alongside an industry-leading team. With roles based in Austin, TX (our HQ) and remote opportunities available, we’re growing quickly—and we’d love to meet you. Job Overview: Furnished Finder is looking for an experienced Director of Trust & Safety to lead the strategy, operations, and continued evolution of Trust & Safety across one of the nation's fastest-growing online rental marketplaces. Reporting directly to the Chief Operating Officer, you will own the performance and strategic direction of our Trust & Safety function, leading initiatives across fraud prevention, identity verification, investigations, moderation, marketplace integrity, and operational excellence. Success in this role requires a leader who can balance operational execution with strategic thinking. You'll partner closely with Product, Engineering, Data, Customer Experience, Legal, and Executive Leadership to proactively identify emerging risks, influence product priorities, and implement scalable solutions that strengthen trust across our marketplace. This is an opportunity to shape the future of Trust & Safety at Furnished Finder by leveraging automation, AI-enabled capabilities, data-driven decision making, and cross-functional collaboration to build a safer, more trusted experience for both property owners and renters. Responsibilities: Own and Improve Trust & Safety Outcomes Define and continuously improve the metrics that measure Trust & Safety effectiveness, platform integrity, fraud prevention, operational performance, and user trust. Develop executive reporting and translate marketplace threats, trust-related costs, and operational insights into clear business priorities and investment or margin accretive recommendations. Establish annual and quarterly objectives aligned to measurable improvements in platform integrity, fraud prevention effectiveness, and operational efficiency Scale the Trust & Safety Operating Model Design and scale the Trust & Safety operating model, including organizational structure, talent strategy, workflows, tooling, automation, and data capabilities required to support a growing marketplace. Develop the long-term Trust & Safety roadmap, balancing operational needs with strategic investments in product, technology, and process improvements. Establish performance standards, operating procedures, quality frameworks, and accountability mechanisms that drive consistent decision-making and continuous improvement Own the vision, strategy, and roadmap for Trust & Safety at Furnished Finder. Define long-term priorities that improve marketplace integrity while supporting business growth. Develop executive reporting and KPIs that provide visibility into fraud trends, operational performance, and platform health. Translate emerging risks into actionable recommendations for Executive Leadership. Product, Data & Technology Partnership Partner with Product, Engineering, and Data to prioritize and deliver solutions that improve fraud prevention, identity verification, moderation, automation, and marketplace integrity. Define business requirements and success metrics for Trust & Safety tooling, AI-enabled capabilities, and detection systems, ensuring investments deliver measurable business outcomes. Evaluate and manage strategic technology vendor relationships supporting Trust & Safety operations. Lead Trust & Safety Operations Lead the teams responsible for investigations, fraud prevention, identity verification, moderation, and Trust & Safety operations. Serve as internal connector for high-severity Trust & Safety incidents, communicating cross functionally with Operations/Engineering/Legal and Marketing and ensuring learnings from investigations directly inform product, policy, and operational improvements. Partner with Legal to develop, maintain, and operationalize Trust & Safety policies while ensuring compliance with applicable regulatory and law enforcement requirements. Qualifications: 7+ years of progressive experience in Trust & Safety, Fraud Prevention, Risk Management, Marketplace Integrity, or a related field. 5+ years of people leadership experience, including managing managers and/or senior individual contributors. Demonstrated success leading Trust & Safety, fraud prevention, investigations, moderation, or marketplace integrity programs. Strong product, systems, and analytical mindset with the ability to translate operational challenges into scalable solutions and influence cross-functional priorities. Experience defining KPIs, measuring outcomes, and communicating performance to executive stakeholders. Experience partnering with Product, Engineering, Data, and Legal teams to deliver measurable business outcomes. Experience operating within a high-growth marketplace, platform business, or consumer internet company. Experience influencing executive stakeholders and cross-functional product roadmaps. Experience leading organizational change within a high-growth technology company. Experience using data to prioritize investments and measure business impact. Preferred Qualifications: Experience in peer-to-peer marketplaces, rental platforms, fintech, or other trust-sensitive environments. Experience with identity verification, behavioral analytics, and fraud prevention solutions (e.g., Jumio, LexisNexis, TransUnion, IPQS). Experience implementing automation, AI-enabled workflows, or machine learning solutions within Trust & Safety operations. Tools & Systems Case Management & Customer Support Platforms (e.g., Zendesk) Data & Analytics Platforms (e.g., Snowflake) Trust & Safety & Moderation Tools (e.g., Stream) Identity Verification & Fraud Prevention Solutions (e.g., Jumio, LexisNexis, TransUnion, IPQS) Product Development & Collaboration Tools (e.g., Jira, Confluence, Slack) Why this Role Matters: Trust is at the heart of every marketplace. Every decision made by the Trust & Safety team helps protect hundreds of thousands of property owners and renters while enabling the continued growth of our platform. As Director of Trust & Safety, you'll have the opportunity to shape how we prevent fraud, improve user confidence, and build scalable systems that support the next generation of Furnished Finder. Furnished Finder is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.