Geneva McMahon
Head of Trust & Safety Ops @ Expedia Group | Strategically Partnering to Drive Scalable Safety & Compliance Solutions | Leading Global Teams to Protect Travelers & Strengthen Marketplace Integrity | ITIL Certified
- Role
- Director, Trust & Safety Operations at Expedia Group
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Geneva McMahon
As the Head of Trust & Safety Operations for a leading global marketplace platform, I am…
Experience
Director, Trust & Safety Operations
Apr 2024 — Present · Seattle, WA, US
Lead and oversee the development, implementation, and continuous improvement of trust and safety strategies to safeguard travelers and uphold platform integrity.• Collaborate cross-functionally with Product, Engineering, Legal, and Compliance teams to create and enforce policies that mitigate risks and enhance user trust.• Work closely with Product teams to identify capabilities that improve platform safety, contributing to PRD (Product Requirement Documents) creation, capability evaluation, and assisting in prioritization and strategy development.• Drive operational excellence by optimizing workflows, implementing scalable processes, and ensuring adherence to key performance indicators (KPIs), including SLA, response times, and operational metrics.• Develop a proactive, data-driven approach to risk management, utilizing analytics to identify trends, predict issues, and quickly respond to safety incidents.• Champion a culture of accountability, empowering teams to take ownership of policy enforcement, risk mitigation, and issue management.• Align team goals with broader business objectives to ensure trust and safety initiatives support long-term organizational success.• Regularly review and refine operational metrics to deliver insights that drive informed decision-making and continuous improvement.• Enhance team engagement and performance, promoting a positive workplace culture that emphasizes growth, transparency, and innovation.• Serve as the primary point of escalation for complex safety incidents, ensuring swift, efficient, and empathetic resolutions.• Lead crisis response efforts and prepare teams for quick response to emerging safety issues and threats.
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