Responsibilities
About the Team:
As a Trust & Safety Operations Lead, you will be responsible for leading content moderation for a market and supporting team leaders across the Operations team in London. This role will provide leadership and oversight to a matrix Operations team ensuring that they are performing to the best of their ability and consistently achieving relevant targets and standards.
Responsibilities:
-Lead and motivate content moderation teams and directly support Team Leaders in ensuring alignment of the teams with relevant Trust & Safety Policies and Procedures.
-Build diverse and inclusive teams sharing a common goal of keeping our platform safe for our users.
-Supervise content moderation metrics in the markets within your scope, ensuring team's performance targets consistently met.
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-Take responsibility of short term and long term growth strategy for your markets, defining priorities, managing resourcing and organisational structure fit for future.
-Provide balanced autonomy to your team leaders through giving them the tools, guidance and trust to make decisions effectively and efficiently.
-Initiate effective communication and collaboration across Moderation, Quality, Workforce Management and Policy teams to develop high quality experience for our users.
-Review management information and make suggestions and recommendations as to improvements across the department.
-Act as a point of escalation for your team leaders on all people-related matters, listening to feedback and supporting issues/conflicts resolution.
-Lead or participate in projects with focus on process and service improvement
Encourage creativity and risk-taking.
-Deputise for the Site Manager, as required.
-Work flexibly to meet the needs of the service, carrying out shifts if necessary
BPO Management:
-Working to develop and maintain effective communication systems with the BPO partner.
-Hold BPO accountable to performance expectations
-Hold vendors accountable for reaching and maintaining required headcount to meet SLAs.
-Lead data-driven root causes analysis of variances in operational performance
Support vendor escalations, and lead corrective action plans.
-Foster an environment of collaboration, engagement, and high performance.
Qualifications
Minimum Qualifications:
-Experienced leading content moderator or customer service teams of all levels.
-Skilled at coaching and developing your direct reports.
-Ability to coordinate multiple projects in a fast-paced environment, engaging with cross-functional partners.
-Confident with data analysis, making data driven decisions to deliver service value.
-Experience recruiting, leading, and mentoring high performing teams, ideally including managing next-level people managers.
-Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
Preferred Qualifications:
-Proficiency with necessary technology, including computers, software applications, phone systems, etc.
-Basic proficiency with MS Office Product Suite, advanced proficiency preferred
-Advantage if knowledge of Six Sigma/Lean processes or continuous improvement methodology.