Job Description

Operations Manager is responsible for overseeing the daily operations of the content moderation process, ensuring optimal performance, efficiency, and customer satisfaction. This role involves leading and developing a team, implementing process improvements, and ensuring adherence to service level agreements (SLAs) and quality standards. The ideal candidate will possess a strong blend of technical expertise in content moderation technologies, excellent leadership skills, and a proven track record in operations management

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Manages a team of up to 150+ plus headcount consisting of Asst Managers, Team Leads, MIS, Trainers QAs & Reviewers..

Team Leadership & Management:

• Lead, mentor, and coach a team of [e.g., Team Leaders, Supervisors, Contact Center reviewers] to achieve performance targets and foster a high-performing culture.
• Conduct regular performance reviews, identify training needs, and facilitate professional development for team members.
• Manage staffing, scheduling, and resource allocation to ensure adequate coverage and efficient operations.
• Promote a positive and collaborative work environment, addressing any team conflicts or issues effectively.

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Operational Excellence & Process Improvement:

• Oversee day-to-day content moderation operations, including SLA and quality
• Develop, implement, and optimize standard operating procedures (SOPs) to enhance efficiency, quality, and consistency in operations.
• Monitor key performance indicators (KPIs) such as AHT (Average Handle Time), TRT (Total resolution Time), FCR (First Call Resolution) and service levels
• Analyze performance data, identify trends, and implement corrective actions to improve operational metrics.
• Drive continuous improvement initiatives to streamline workflows, reduce costs, and enhance the overall customer experience.

Infrastructure & Technology Management:

• Ensure the operational efficiency, maintenance, and compliance of infrastructure on tools used for production
• Collaborate with IT and network teams to troubleshoot and resolve  issues, ensuring minimal downtime.

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Quality Assurance & Compliance:

• Establish and enforce quality standards for all interactions across content moderation space
• Implement and manage a robust quality assurance program, including internal quality and feedback mechanisms.
• Ensure compliance with all relevant internal policies, industry regulations, and legal requirements (e.g., data privacy).

Stakeholder Management & Reporting:

• Collaborate effectively with cross-functional teams, including IT, Sales, Marketing, and Customer Service, to align operations with overall business objectives.
• Provide regular and insightful reports on content moderation operations performance, challenges, and initiatives to senior management and stakeholders.
• Manage vendor relationships related to content moderation technology and services, ensuring service delivery and cost-effectiveness

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