Content Moderation Supervisor

17 hours ago

Fatih, Istanbul, Turkey TikTok Full time
Key Responsibilities

This role is responsible for overseeing content moderation for a market and supporting team leaders across the Operations team in London. The successful candidate 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. Key responsibilities include:
  1. Leading and motivating content moderation teams and directly supporting Team Leaders in ensuring alignment of the teams with relevant Trust & Safety Policies and Procedures.
  2. Building diverse and inclusive teams sharing a common goal of keeping our platform safe for our users.
  3. Supervising content moderation metrics in the markets within your scope, ensuring team's performance targets consistently met.
  4. Taking responsibility of short term and long term growth strategy for your markets, defining priorities, managing resourcing and organisational structure aligned for future.
  5. Providing balanced autonomy to your team leaders through giving them the tools, guidance and trust to make decisions effectively and efficiently.
  6. Initiating effective communication and collaboration across Moderation, Quality, Workforce Management and Policy teams to develop high quality experience for our users.
  7. Reviewing management information and making suggestions and recommendations as to improvements across the department.
  8. Acting as a point of escalation for your team leaders on all people-related matters, listening to feedback and supporting issues/conflicts resolution.
  9. Leading or participating in projects with focus on process and service improvement.
  10. Encouraging creativity and risk-taking.
  11. Deputising for the Site Manager, as required.

BPO Management:
  1. Working to develop and maintain effective communication systems with the BPO partner.
  2. Hold BPO accountable to performance expectations.
  3. Hold vendors accountable for reaching and maintaining required headcount to meet SLAs.
  4. Lead data-driven root causes analysis of variances in operational performance.
  5. Support vendor escalations, and lead corrective action plans.
  6. Foster an environment of collaboration, engagement, and high performance.

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