Operations Manager Trust Safety Content Moderation
Operations Manager Trust Safety Content Moderation
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Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities:
- Act as the primary liaison between the client and internal teams ensuring high levels of client satisfaction and operational excellence
- Own and manage the overall service delivery of the moderation program including SLA quality and compliance adherence
- Review daily/weekly operational performance metrics and lead the team in achieving performance goals
- Collaborate with quality and training teams to ensure agents are aligned with platform policies and guidelines
- Provide regular feedback to clients on emerging trends policy challenges and improvement opportunities based on agent reports and user content insights
- Support the team in handling escalations especially involving complex sensitive or policydefining content cases
- Lead governance meetings prepare reports and dashboards and track key operational and trust & safety metrics
- Partner with workforce management and recruiting teams to forecast volume staffing needs and skill requirements
- Foster team morale and resilience especially given the sensitive nature of the content
Knowledge Skills & Abilities:
- Strong understanding of content moderation digital platforms or trust & safety ecosystems
- Excellent stakeholder management communication and interpersonal skills
- Demonstrated leadership in managing highperforming operational teams
- Strong analytical and problemsolving skills; ability to interpret data and drive insights
- Ability to maintain composure and professionalism while working with sensitive or distressing content
- Emotional intelligence and people management skills to support team wellbeing and performance
Qualifications :
Qualifications:
- Experience:
- Minimum 35 years in content moderation with at least 23 years in a management role
- Experience in moderating sensitive or explicit content is highly preferred
- Skills:
- Strong leadership and people management skills
- Excellent decisionmaking abilities with a focus on detail and accuracy
- Familiarity with online community management tools and moderation systems
- Strong analytical and reporting skills with proficiency in tools like Excel or dashboards
- Knowledge of regional and global content compliance and regulations
- Personal Attributes:
- Ability to work in a highpressure environment while maintaining professionalism
- Empathy and cultural sensitivity especially while handling diverse content
- Strong problemsolving skills and a proactive approach to challenges
Work Environment:
- Ability to handle exposure to sensitive or explicit content as part of the job.
- A collaborative and supportive environment with opportunities for career growth.
Additional Information :
Our most successful candidates will have:
- Bachelors degree in any discipline preferred but not required.
- Should include Trust & Safety (Content Moderation experience) with Leading social media brands for atleast 2 to 3 years in program/account management role.
- Prior experience handling sensitive or regulated content is a plus.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
