[What the role is]

The OSC is a new government agency set up to support the office of the Commissioner of Online Safety (“Commissioner”) established under the Online Safety (Relief and Accountability) Act 2025 (“OSRAA”).

The OSC comprises four teams, namely Case Resolution (“CR”), Investigations (“INV”), Operations Policy (“OP”), and Specialised matters, Appeals and Reconsideration (“SAR”), with CR and INV being the OSC’s two frontline operational units, focused on assisting victims who report online harms get these removed from the internet as well as ensuring compliance with the directions issued by the Commissioner.

Reporting to the Commissioner, the Deputy Commissioner (Operations) is the senior leader responsible for the end-to-end delivery of OSC’s victim complaints operations. This appointment will directly oversee CR and INV, ensuring that OSC’s processes are fair, robust, trauma-informed, evidence-driven and consistent with the OSRAA, while building a high-performing organisation capable of responding to fast-evolving online harms.

You will translate strategic intent into operational reality: designing and refining complaint handling frameworks, overseeing and developing strategies for investigations and case outcomes, setting service standards, and building strong inter-agency and industry operating relationships to achieve effective victim relief.

[What you will be working on]

Strategic leadership and organisational set-up

• Co-develop OSC’s multi-year operational strategy and implementation roadmap with the Commissioner and other members of the OSC’s leadership team, including the OSC’s operating model, resourcing plan and performance measures.
• Establish the OSC as a trusted authority for online safety victim complaints through transparent standards, consistent decision-making and measurable service quality.
• Establish the OSC’s as a global thought leader for online harm victim relief.

Oversee the OSC’s case resolution and investigations (core accountability)

• Lead and partner with Assistant Commissioner (Case Resolution & Investigation) in owning the end-to-end lifecycle for the reporting of online harms, including intake, triage, evidence gathering, investigations, case assessment, outcomes issuance and post-outcome follow-up.
• Set and enforce casework quality standards (e.g., timeliness, consistency, proportionality, victim-centred practice, record-keeping and audit trails).
• Develop investigation protocols and escalation pathways for complex, high-risk or high-impact cases (e.g., coordinated or crossfire harassment, high virality online harmful activity, involving highly vulnerable victims).
• Drive continuous improvement using case data and trend analysis to refine triage logic, prioritisation rules and operational playbooks.

Operational policy, frameworks and controls

• Architect and maintain OSC’s operational frameworks and internal policies to implement OSRAA effectively (including guidance, decision frameworks, standard operating procedures and training standards).
• Ensure strong governance, risk management and internal controls across case operations (including information handling, evidentiary integrity, oversight checks and process assurance).

Stakeholder engagement and ecosystem collaboration

• Build and sustain effective working relationships with relevant government agencies, technology platforms, app stores, industry partners and community organisations to enable timely victim relief and reduce friction in cross-entity case handling.
• Represent OSC in operational coordination fora, driving shared protocols and clear lines of accountability during incidents and surges.

People leadership, capability building and culture

• Build, lead and develop multidisciplinary teams (e.g., case resolution officers, investigators, operations policy officers).
• Establish a culture of professional rigour, empathy, learning and resilience, including strong supervision practices and quality coaching for case resolution officers.
• Put in place workforce wellbeing measures, including structured debriefs, vicarious trauma support and safe operating norms for exposure to harmful content.

Corporate leadership and organisational management

• Provide senior oversight of operational planning and resource allocation; partner corporate functions on workforce planning, budgeting, procurement, performance management and internal communications.
• Support external communications on OSC’s operations (where appropriate), balancing public assurance with confidentiality and operational sensitivity.

[What we are looking for]

Experience and domain expertise

• At least 10 years’ supervisory experience leading operations, investigations, trust & safety, technology policy, regulatory operations, enforcement, or complex service delivery in public or private sectors.
• Demonstrated experience in designing and running high-volume, high-stakes casework operations with clear service standards and quality controls.
• Familiarity with how online platforms operate (including content moderation and enforcement processes, reporting tools, recommender systems at a conceptual level, and app ecosystem dynamics). Experience with online trust & safety, public policy, or online content regulation is advantageous.

Leadership and professional competencies

• Strong judgment and ability to lead decision-making in ambiguous, sensitive and time-critical situations.
• Excellent stakeholder management—able to build constructive partnerships while holding firm to statutory intent, public interest outcomes and operational integrity.
• Strong written and verbal communication skills, including the ability to craft operational policies, decision rationales, and executive-level briefings.
• Proven people leader who can build capability, create psychological safety, and enforce high standards of professional conduct and confidentiality.

Resilience and wellbeing

• You may be exposed to graphic content including (but not limited to) sexual material, minor safety, suicide and self-harm, violent extremism and bullying. Resilience, sound personal coping strategies and commitment to self-care are essential. OSC will support staff through structured wellbeing practices and supervisory safeguards.

Reporting line and working relationship

• Reports to the Commissioner.
• Works closely with the Commissioner and other members of the OSC’s leadership team to ensure coherent end-to-end delivery under OSRAA.
• Supervises and works with Assistant Commissioner (Case Resolution & Investigation) in overseeing the work of CR and INV.

What success looks like (first 12–18 months)

• A well-functioning complaints and investigations operation with clear triage, service standards and quality assurance.
• Consistent, defensible case outcomes with strong victim experience and credible stakeholder confidence.
• A capable team with established playbooks, training pathways, and wellbeing safeguards.
• Effective operational relationships across government and industry that improve speed and quality of victim relief.

Position will be commensurate with experience.

Only shortlisted candidates will be notified.

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