
Operations Lead, Trust
13 hours ago
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 aligned 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.
- 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.
Minimum Qualifications:
- Experienced in leading content moderation or customer service teams of all levels.
- Skilled at coaching and developing direct reports.
- Strong proficiency in English, both verbal and written.
- Ability to coordinate multiple projects in a fast-paced environment, engaging with cross-functional partners.
- Confident in data analysis and 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, and conflict resolution skills.
- Proficiency with necessary technology, including computers, software applications, and phone systems.
- Basic proficiency with MS Office Suite (advanced proficiency preferred).
- Knowledge of Six Sigma/Lean processes or continuous improvement methodology is an advantage.
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