Trust and Safety Manager

We are seeking a seasoned Senior Manager (12 years experience) to lead our Trust & Safety and Fraud Risk operations. This is a high-visibility client-facing role where you will be the strategic partner for our customers. You will oversee the delivery of high-precision moderation outcomes lead multi-site operations and drive continuous performance improvement. You will bridge the gap between technical AI-driven moderation workflows and tangible business outcomes ensuring that our operations are not only efficient but also scalable and future-proof.

• Performance Accountability: Serve as the primary point of contact for service delivery monitoring site performance against key business metrics such as Productivity Accuracy Quality Scores and Staff Utilization.
• Strategic Problem Solving: Identify and eliminate operational barriers to quality. Implement proactive mitigation plans to address service trends and ensure consistent high-standard delivery.
• Business Transformation: Lead network-wide strategic planning and process change initiatives (e.g. Lean/Kaizen) to drive margin improvement and operational efficiency.
• Resource Management: Partner with MIS and WFM teams to ensure optimum staffing and resource availability ensuring we maintain a seamless high-touch service experience for the client.

• AI Integration & Quality: Oversee the operational execution of AI-assisted moderation. Partner with the clients technical teams to ensure human feedback loops are effectively improving model accuracy and policy enforcement.
• Safety Governance: Manage the operational application of safety protocols and adversarial red-teaming ensuring that moderation teams are effectively mitigating risks and protecting the clients reputation.
• Scaling Innovation: Proactively suggest process improvements that leverage AI capabilities to enhance productivity helping the client map and improve product user experience.

• Leadership Development: Coach and mentor Deputy Managers and Supervisors fostering a high-performance culture and building a robust talent pipeline for future projects.
• Effective Communication: Act as a communication bridge between the production floor and the client. Lead regular town halls skip-level sessions and status reviews to ensure transparency and strategic alignment.
• Cultural Leadership: Cultivate an environment that embraces ambiguity encourages a bias for action and aligns with the clients collaborative and innovative culture.

• Experience: 12 years of relevant experience in Trust & Safety Fraud Risk Operations or BPO/Managed Services with a proven track record of managing large-scale global contracts.
• Client-Facing Expertise: Demonstrated ability to work independently with minimal client intervention providing centralized handling of complex processes while maintaining strong client trust.
• Strategic Mindset: Proven success in project management multi-tasking and delegating; experience in a Management Consulting or high-end Services business is highly preferred.
• Analytical Rigor: High level of comfort with numbers data analytics and performance reporting to drive margin improvements and cost-efficient results.
• Operational Agility: Proven ability to rapidly ramp up teams (hiring training and retention) while maintaining rigorous quality standards.
• Communication & Influence: Exceptional presentation and negotiation skills. Ability to communicate complex operational insights clearly to internal and external stakeholders.