Scaled Moderation Manager
Scaled Moderation Manager
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Job Description
Company Description
Depop is the communitypowered circular fashion marketplace where anyone can buy sell and discover desirable secondhand fashion. With a community of over 35 million users Depop is on a mission to make fashion circular redefining fashion consumption. Founded in 2011 the company is headquartered in London with offices in New York and Manchester and in 2021 became a whollyowned subsidiary of out more at
Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome no matter who they are or where theyre from. Just as our platform connects people globally we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences knowing they drive innovation and bring us closer to our users. Were proud to be an equal opportunity employer providing employment opportunities without regard to age ethnicity religion or belief gender identity sex sexual orientation disability pregnancy or maternity marriage and civil partnership or any other protected status. Were continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.
If due to a disability you need adjustments to complete the application please let us know by sending an email with your name the role to which you would like to apply and the type of support you need to complete the application to . For any other nondisability related questions please reach out to our Talent Partners.
The Role
The Scaled Moderation Manager is responsible for bringing about improvements in moderation via a test learn adapt approach to improve the user experience. This includes bringing about improvements in user sentiment including improving user sentiment around As a user I feel fairly treated by Depop.
You will work closely in collaborating with the other content moderation stakeholders within T&S and other T&S team members as well as stakeholders within Policy Engineering Product PR Comms Legal HR Finance PALS Realtime team CX and external stakeholders such as Depops BPO and third party content moderation provider. Youll analyse data to identify trends decide what the biggest pain points are and then design tests to solve those problems. The Scaled Moderation Manager will run those tests in a product led way e.g. via experimentation with set hypotheses metrics to test to validate or invalidate the hypotheses a set duration of testing dashboards to monitor metrics and clear success role will test learn and adapt scaled moderation as much as possible to ensure the user experience is continually improved.
The ways of working to achieve this includes;
Customer centricity
Learning and iterating
Focus and prioritisation
Collaboration is key
Team empowerment
Challenge what eats your time
Responsibilities
Lead a small team currently of one content moderation specialist and one senior specialist to contribute to the transformation of the way in which Depop moderates content at scale enabling improvements in proportionate and fair moderation
Run experimentation to bring about user experience improvements in relation to moderation
Ensure relevant stakeholders are kept updated on 1) tests being run 2) results and 3) learnings
Bring about as fast as possible turn around of tests whilst ensuring tests are run responsibly to enable a fast pace of learning and improvements to be made to the user experience in relation to moderation
Communicate feedback challenges roadblocks insights effectively and concisely to appropriate audiences and stakeholders
Lead manage and coach team members to develop them in their roles and to foster a culture of excellence reliability respect and humility
Oversee the relationship with the third party content moderation provider and ensure 1) service requirements are met and strong relationship nurtured via providing feedback on strengths and areas for improvement and 2) Depop leverages their new features to enhance scaled moderation
Ensure the right balance between the team spending the majority of their time on experimentation rather than managing bugs or conducting administrative work relating to the content moderation provider. Where there is administrative work to be done the Scaled Moderation Manager can support the more junior content moderation specialist to undertake most of that administrative work but also encourage them to push back on the content moderation provider where necessary
Keep uptodate on industry trends and emerging issues in the Trust & Safety space particularly in relation to moderation
Ability to remain calm and effective under pressure and coach the team to effectively navigate and communicate in a fast paced and ambiguous environment
Requirements Essential
Experience leading teams ideally in Trust & Safety Operations or Risk operations in domains such as content moderation compliance risk or authentication
Experience having led experiments / test learn adapt approach within a technology company
Experience of owning and delivering solutions to ambiguous problems
Sound experience in a fast paced technology company either in Trust and Safety Product or other function aimed at managing risks and improving the user experience ideally using a product led approach to experimentation
Critical thinker with the ability to identify root causes of issues and propose solutions and translate them into operational processes
Knowledge and experience of creating and setting up rules and workflows in a rules engine/content moderation system
Experience of liaising with Product Engineering and Data Science stakeholders to ensure an objective and empirical approach is used to enable platform safety
Sound understanding of the Trust and Safety landscape challenges risks and good practice
Excellent relationship management skills able to work with crossfunctional stakeholders from a variety of different backgrounds culture and walks of life who sit within different functions across the business including but not limited to; Product Engineering PR and Comms Legal CX Fraud and Marketing
Excellent communication skills; able to tailor communication to a variety of audiences able to step back and provide high level overviews for senior leadership and zoom into the detail to ensure adequate insights into operational matters when needed
Drive to proactively lead experimentation without the need for close supervision to ensure progress
Proactive can do attitude able to work on own initiative and drive impact without the need for tasks to be delegated to them
Additional Information
Health Mental Wellbeing
PMI and cash plan healthcare access with Bupa
Subsidised counselling and coaching with Self Space
Cycle to Work scheme with options from Evans or the Green Commute Initiative
Employee Assistance Programme (EAP) for 24/7 confidential support
Mental Health First Aiders across the business for support and signposting
Work/Life Balance:
25 days annual leave with option to carry over up to 5 days
1 companywide day off per quarter
Impact hours: Up to 2 days additional paid leave per year for volunteering
Fully paid 4 week sabbatical after completion of 5 years of consecutive service with Depop to give you a chance to recharge or do something you love.
Flexible Working: MyMode hybridworking model with Flex Office Based and Remote options *role dependant
All offices are dogfriendly
Ability to work abroad for 4 weeks per year in UK tax treaty countries
Family Life:
18 weeks of paid parental leave for fulltime regular employees
IVF leave shared parental leave and paid emergency parent/carer leave
Learn Grow:
Budgets for conferences learning subscriptions and more
Mentorship and programmes to upskill employees
Your Future:
Life Insurance (financial compensation of 3x your salary)
Pension matching up to 6% of qualifying earnings
Depop Extras:
Employees enjoy free shipping on their Depop sales within the UK.
Special milestones are celebrated with gifts and rewards!
Required Experience:
Manager
Employment Type
Full-Time
