This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

We are hiring a senior customer‑facing strategist and operator to serve as a trusted advisor for our largest and most complex gig economy customers. Our Customer Success Director, Gig Strategy & Operations owns customer relationships and provides subject matter expertise across risk, trust, safety, and compliance.

The individual in this role does not own customer programs directly. Instead, they partner closely with customers to influence safer program design, translate customer needs into product and technical inputs, and guide customers toward best‑in‑class risk outcomes using First Advantage solutions.

While the role is 100% remote, individual must be located in the United States.

Responsibilities

• Own senior‑level customer relationships and serve as a trusted advisor on user trust, safety, risk, and compliance strategy for gig economy platforms.
• Act as the primary liaison between customers and internal teams, ensuring customer needs and concerns are clearly understood and addressed through partnership.
• Provide subject matter expertise and thought leadership to help customers design, evaluate, and improve their own risk and trust programs.
• Partner with customers and internal teams to address concerns and escalations through structured analysis and clear recommendations.
• Help define, interpret, and communicate customer‑level metrics and trends to support informed decision‑making.
• Translate customer requests and operational challenges into clear product and technical requirements for Product, Engineering, and Data teams.
• Influence Product roadmap priorities based on aggregated customer insights and observed risk patterns.
• Identify upsell and cross‑sell opportunities by connecting customer risk gaps to First Advantage solutions and articulating value.
• Support Sales and Customer Success teams with analytical insights and customer narratives during renewals and expansions.

Qualifications

• 7+ years of experience in trust & safety, risk operations, compliance, fraud, vendor operations, program management, or scaled customer operations within high‑volume environments.
• Direct ownership of operational programs at scale, including background checks, identity verification, fraud prevention, continuous monitoring, or quality assurance workflows.
• Proven ability to own customer escalations end‑to‑end, including root cause analysis, remediation planning, and executive‑level communication.
• Hands‑on experience defining, tracking, and improving operational KPIs, such as accuracy, turnaround time, SLA performance, compliance rates, or quality scores.
• Demonstrated partnership with Product and Engineering teams, translating operational or customer needs into clear technical requirements or roadmap inputs.
• Experience influencing or managing external vendors or partners, including performance management, audits, or quality controls.
• Background in gig economy, marketplace, or high-volume operational environments preferred.

Benefits

• Ability to work remotely with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans.
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP).
• Competitive and flexible Paid Time Off (PTO) and 8 paid company holidays.
• Access to new tech and growth opportunities, and leaders who want to see you succeed!