Porto Site Lead at Patreon · LumiJobs

Responsibilities

We're looking for an experienced operations leader to run Trust & Safety in European hours and lead our Porto site.
As T&S Operations Lead, you'll own how well Porto runs: healthy queues, targets met, smooth handoffs to our US team, and a team that knows what's expected and how they're doing. Operational excellence, team enablement, and capacity planning are at the heart of the job.
You'll be the senior operations leader on site from day one, with a direct report focused on operations enablement and a scope built to grow as Porto does, including leading more of the site's team over time. You'll work hand in hand with our global Trust & Safety leaders on policy, quality, tooling, and partner management, and bring Porto's perspective into the decisions that shape how we keep Patreon safe.
As Porto’s Site Lead, you’ll represent the whole office, not just T&S. You'll serve as Porto’s site representative: chairing the Porto Leadership Council, partnering with Workplace/HR, and bringing the needs of Compliance, Fraud, Support Experience, and T&S into site-wide decisions.
Run European-hours operations to target. Co-own queue health, review rates and service levels with the leaders of each safety area while Porto is online. Spot drift early, fix what you can, and escalate the rest with a clear owner and timeline.
Plan capacity. Work with the leaders of each safety area and our program managers to build monthly capacity plans across our in-house team, outsourcing partners and automation, and rebalance work when volume shifts.
Deliver on our targets, and find out why we miss. The leaders of each safety area set targets for their work and agree them with you. You'll be the single place those goals come together for Porto: deliver them on the ground, track progress, coach the team, and dig into root causes when we miss on efficiency or quality, then bring back what you learn.
Raise the bar on how we operate. Co-own the playbooks, training and workflow changes our safety-area leaders and program managers design, lead their rollout in Porto, and measure the impact on quality, handle time and backlog.
Keep work moving between Europe and the US. Make sure escalations, incidents and open work hand off cleanly across time zones, so nothing stalls or drops.
Lead incidents in European hours. Contain issues using our playbooks, make the call when a decision can't wait, and hand off with full context.
Look after the team. Make sure people doing high-exposure work have the rotation, breaks and support they need, notice early signs of strain, and involve people before changes that affect them.
Lead the site. Chair the Porto Leadership Council, bringing together every team in the Porto office, from Support to Fraud and Compliance. Be Porto's voice with US leadership, and build a culture where people feel connected and recognized.

Porto Site Lead

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Patreon

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