Trust and Safety Operations Analyst

A day in the life of an Operations Analyst at Calendly

The Product Operations team helps product development teams work more effectively by bringing structure, visibility, and consistency to how work moves across the product development lifecycle. Product Operations partners across functions to improve planning, coordination, communication, and execution — helping teams operate with greater clarity, confidence, and accountability.

Why do we need you? Well, we are looking for an Operations Analyst who will bring adaptability, ownership, and strong operational rigor to Calendly’s Trust & Safety workflows. You will report to the Senior Director of Product Operations and will be responsible for supporting the daily operations, escalations, investigations, and review cadences that help Calendly identify and respond to abuse patterns, customer reports, and platform risk.

In this role, you will partner closely with Product, Engineering, CX, Security, and other cross-functional teams to ensure Trust & Safety issues are reviewed, routed, documented, and resolved with the right level of urgency and context. You will help reduce operational overhead for Engineering, strengthen feedback loops across teams, and surface recurring issues that can inform tooling, process, detection, and product improvements.

On a typical day, you will:

• Triage and resolve T&S escalations coming through internal channels, including suspension/reinstatement requests, CX escalations, host/user reports, and other abuse-related inquiries.
• Conduct daily enforcement operations, including account suspension, reinstatement review, bulk suspension workflows, and coordination with Engineering when tooling gaps require manual support.
• Review and investigate abuse reports from hosts, customers, support tickets, enforcement actions, and internal QA signals to determine whether additional action or deeper investigation is needed.
• Monitor risk and abuse signals across internal telemetry, detection outputs, undeliverable activity, product usage patterns, and investigation queues to identify trends, anomalies, and emerging abuse tactics.
• Perform in-depth investigations into suspicious behavior, distinguishing between legitimate outlier activity and true spam/abuse patterns using account history, velocity signals, behavioral context, and product interaction data.
• Develop and maintain playbook rules that standardize workflows, decision-making, and response protocols across customer interactions.
• Partner with Product and Engineering to identify weak points in detection, tooling, workflows, and enforcement controls, and translate operational findings into requirements, prioritization inputs, or mitigation recommendations.
• Maintain review cadences and operational reporting, including weekly investigation reviews, abuse trend summaries, SLA/volume tracking, and recommendations for improving T&S coverage, quality, and responsiveness.

Basic Qualifications

• 5+ years of experience in Product Operations, Technical Program Management