Director, Technology Operations -(Digital Identity) — LMD Trust and Safety

Job Description

Position Summary... About LMD Trust and Safety LMD Trust and Safety safeguards the Spark Driver ecosystem by building and operating programs that reduce fraud, protect customers and drivers, and enable sustainable platform growth. We run a data- and risk-driven operating model that blends technology, vendor partnerships, and cross-functional execution to deliver resilient, compliant solutions at scale. This role is central to ensuring identity workflows are stable, defensible, and continuously improving—so the platform can grow while maintaining trust. Help protect and scale the Spark Driver gig delivery platform by leading the operational execution of our digital identity capabilities. As Director, Technology Operations (Digital Identity), you’ll own the end-to-end identity lifecycle—from onboarding and verification through re-verification, access, and recovery—while partnering closely with Product, Engineering, Legal, Privacy, and Security. This is a high-impact opportunity to strengthen platform integrity, improve driver experience, and stay ahead of rapidly evolving fraud and threat actors. What you'll do... Operational execution: Lead day-to-day processes and performance for the identity ecosystem (e.g., tools, technologies, AI models) to ensure stability, scalability, defensibility, and effective risk mitigation. Vendor oversight : Oversee the identity vendor portfolio, including contracts, budget management, and performance evaluation to maintain high standards of quality and consistency. Develop adaptive, multi-layered identity processes tailored to deliver an exceptional driver experience while enhancing fraud detection capabilities. Program optimization : Improve identity decision accuracy, efficiency, and system reliability. Own KPIs, executive reporting, and driver experience impact resolution across identity workflows. Partner with LMD operational teams to reduce downstream disputes, legal costs, and P0/P1 downtime related to identity functions. Future proofing: Continually assess existing ecosystem against emerging threats (e.g. generative AI, synthetic identities, emulators, spoofing). Identity opportunities to leverage both digital and physical identity validation techniques to strengthen platform integrity. Cross functional partnerships: Partner with Product, Engineering, Legal, Privacy, Earnings, and Global Security & Asset Protection on strategy and compliance. Technology enablement: Pilot new tools or technologies to evaluate utility and value to platform. Build business cases. What you’ll bring … 5 years in trust & safety, fraud, identity, risk management, or related domains. 5 years leading people and/or complex cross-functional programs. Experience operating identity programs at scale with strong vendor governance (contracts, budgets, performance). Track record improving decision accuracy, efficiency, and system reliability using data and KPIs. Familiarity with modern identity validation approaches (risk-based decisioning,

Required Skills