Operations Manager | Trust
3 weeks ago
Operations Manager | Trust & Safety (Content Moderation) Full-time Sutherland is seeking an organized and goal-oriented person to join us as an Operations Manager | Trust & Safety (Content Moderation). We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you Key Responsibilities: Act as the primary liaison between the client and internal teams, ensuring high levels of client satisfaction and operational excellence. Own and manage the overall service delivery of the moderation program, including SLA, quality, and compliance adherence. Review daily/weekly operational performance metrics and lead the team in achieving performance goals. Collaborate with quality and training teams to ensure agents are aligned with platform policies and guidelines. Provide regular feedback to clients on emerging trends, policy challenges, and improvement opportunities based on agent reports and user content insights. Support the team in handling escalations, especially involving complex, sensitive, or policy-defining content cases. Lead governance meetings, prepare reports and dashboards, and track key operational and trust & safety metrics. Partner with workforce management and recruiting teams to forecast volume, staffing needs, and skill requirements. Foster team morale and resilience, especially given the sensitive nature of the content. Knowledge, Skills & Abilities: Strong understanding of content moderation, digital platforms, or trust & safety ecosystems. Excellent stakeholder management, communication, and interpersonal skills. Demonstrated leadership in managing high-performing operational teams. Strong analytical and problem-solving skills; ability to interpret data and drive insights. Ability to maintain composure and professionalism while working with sensitive or distressing content. Emotional intelligence and people management skills to support team well-being and performance. Qualifications: Experience: Minimum 3-5 years in content moderation, with at least 2-3 years in a management role. Experience in moderating sensitive or explicit content is highly preferred. Skills: Strong leadership and people management skills. Excellent decision-making abilities with a focus on detail and accuracy. Familiarity with online community management tools and moderation systems. Strong analytical and reporting skills, with proficiency in tools like Excel or dashboards. Knowledge of regional and global content compliance and regulations. Personal Attributes: Ability to work in a high-pressure environment while maintaining professionalism. Empathy and cultural sensitivity, especially while handling diverse content. Strong problem-solving skills and a proactive approach to challenges. Ability to handle exposure to sensitive or explicit content as part of the job. A collaborative and supportive environment with opportunities for career growth. Our most successful candidates will have: Bachelor’s degree in any discipline preferred but not required. Trust & Safety (Content Moderation) experience with leading social media brands for at least 2 to 3 years in a program/account management role. Prior experience handling sensitive or regulated content is a plus. #J-18808-Ljbffr
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