Local Services, Governance Operations - USDS

3. Risk Discovery & Feedback Loops: Put in place SOPs and processes for proactive and reactive risk discovery and feedback loops. Uncover new risks and issues that certain US creators and users may bring to the Local Services ecosystem
4. Issue Investigation & Mitigation: Investigate issues and conduct Root Cause Analyses (RCAs) to identify and categorize them as either product/tech, processes, or policy issues, and dive into where mitigation plans or strategies were insufficient to contain risks or discover new risks

Operations:
1. BPO Relationship and Daily Management: Oversee and establish relationships with Business Process Outsourcing (BPO) vendors, ensuring that BPO operations and headcount meet our productivity, cost-effectiveness, and other project requirements
2. BPO Performance Tracking and Improvement Plans: Regularly track, analyze, and assess BPO performance, ensuring that they meet the SLA and project requirements. Develop and work with relevant internal stakeholders to implement BPO improvement plans (e.g. human-error corrective actions, process optimization, tooling upgrades, policy optimization, etc.)
3. Quality Checks and Training BPO: Conduct performance quality checks; develop required training materials, processes, SOPs, and ensure that BPOs are able to onboard and deliver on project requirements. Work closely with BPO vendors, including training or resolving their issues or pain points, in order to meet project requirements in a timely manner
4. Project Requirements Collection & Alignment: Collect, evaluate and manage project requirements from various internal stakeholders, such as Labeling, Enforcement, Moderation, Service functions. Align on and deliver project plans to meet overall requirements
5. BPO Contractual Management and Settlement: Evaluate and onboard potential BPO vendors, and manage contracts with them (if needed). Implement billing/settlement terms with BPO vendors and ensure they meet their contractual obligations

Qualifications

Minimum Qualifications:
- Bachelor's degree or above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or other related fields
- Understanding of content and actor-level case investigation, RCAs, ecosystem risks, and penalty levers to mitigate risks
- Exceptional data interpretation and analysis skills
- 3 or more years of demonstrated experience in a role involving risk or BPO operations, including enforcement, labeling, moderation, or service functions, preferably in the Internet, E-commerce, or O2O industries
- In-depth understanding of BPO management, including requirements management, SOP and SLA development, productivity standards, deriving quality-level metrics, and BPO workforce planning; familiarity with the BPO process and market, including its trends and best practices
- Excellent report-writing and presentation skills; ability to synthesize research, perform analyses, and present outcomes and recommendations in a legible and structured written format to management and stakeholders

Preferred Qualifications:
- Proficiency in utilizing querying and analytical tools (e.g. SQL, Python) and conducting data analysis is a plus
- Proven track record in end-to-end BPO management, including BPO selection, workforce planning, budgeting, negotiations, and contract management

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $96000 - $217022 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.