Operations Lead, Trust & Safety

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. -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.

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