Team Lead, Trust and Safety at Zocdoc in New York City, NY

Our Mission Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable. Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on. Your Impact on our Mission Zocdoc's most important asset is our people. As the Team Lead for Trust & Safety Operations, you'll play a central role in protecting the integrity of Zocdoc's marketplace — ensuring that patients, providers, and internal partners can trust how we make and enforce Trust & Safety decisions at scale. Trust & Safety depends on nuance, fairness, and consistency. In this role, you'll bridge strategy and frontline execution — ensuring that growth and the responsible adoption of AI never come at the expense of accuracy, accountability, or trust. You'll be a force multiplier for the team: providing the human judgment, coaching, and operational rigor that cannot be fully automated, while helping Zocdoc scale responsibly. This is a fully remote role open to candidates based anywhere in the United States. You'll enjoy this role if you are… Excited and fluent in working alongside AI tools — leveraging automation where it helps and stepping in where human judgment is critical. Energized by coaching others and raising the bar on quality, not just clearing your own queue. Comfortable making judgment calls in ambiguous, high-stakes scenarios and clearly explaining the "why" behind your decisions. Highly organized and motivated by smooth operations, clear expectations, and consistent processes. Curious about how patterns in cases, metrics, and feedback can surface deeper risks or opportunities for improvement. Able to balance empathy for team members and users with a clear-eyed view of risk, policy, and marketplace integrity. Your day to day is… Translating strategy into action: supporting leadership in turning priorities into clear goals, workflows, and expectations for the team. Managing and improving AI-assisted workflows — documenting failure patterns and helping refine safeguards and escalation paths. Reviewing complex, escalated, or high-risk cases and partnering with ICs to reach sound, policy-aligned outcomes. Running or contributing to huddles, calibrations, and retrospectives — ensuring decisions are captured and followed through. Providing real-time coaching on case handling, documentation quality, tone, and policy interpretation. Monitoring operational health — including backlogs, SLAs, and error patterns — and raising flags when risks or bottlenecks emerge. Partnering with leadership and cross-functional stakeholders (e.g., Legal, Engineering) to clarify edge cases and sharpen playbooks and tooling. Supporting onboarding and ramp for new ICs through shadowing, 1:1s, and structured feedback. You'll be successful in this role if you have… Experience in Trust & Safety, Operations, Risk, or a similar function where policy enforcement and sound judgment are central to the work. Demonstrated experience as a team lead, mentor, subject matter expert, or informal leader who has supported others' performance and development. Fluency with AI-assisted workflows and tools (e.g., ChatGPT, Claude, or similar); ability to immediately apply AI to accelerate and elevate team output. A track record of making thoughtful, risk-informed decisions with incomplete information and documenting your rationale clearly. Strong written and verbal communication skills — with the ability to translate complex policies into clear, operational guidance. Comfort with metrics and QA frameworks: reading dashboards, spotting trends, and turning insights into action. An ownership mindset: you proactively surface risks, drive follow-through, and care deeply about the team's outcomes and health. Benefits Flexible work environment Competitive PTO 100% paid employee health benefit options (including medical, dental, and vision) 401(k) with employer-funded match Corporate wellness programs with Wellhub Sabbatical leave (for employees with 5+ years of service) Competitive paid parental leave and fertility/family planning reimbursement Cell phone reimbursement Employee Resource Groups and ZocClubs to promote shared community and belonging Great Place to Work Certified Zocdoc is committed to fair and equitable compensation practices. The base salary range for this role is currently $65,000 – $85,000 for remote positions only. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate's experience, qualifications, and skills. This position may also be eligible for variable pay and/or equity. Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity. Remote Base Salary Range $65,000—$85,000 USD About us Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by oursix core values. Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish. Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - Together, Not Alone, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better.  We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws. 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