Operations Manager | Trust

3 weeks ago

San Fernando, Philippines Sutherland Full time

Company Description

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

Job Description

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.

Work Environment:

  • Ability to handle exposure to sensitive or explicit content as part of the job.
  • A collaborative and supportive environment with opportunities for career growth.
Additional Information

Our most successful candidates will have:

  • Bachelor’s degree in any discipline preferred but not required.
  • Should include Trust & Safety (Content Moderation experience) with leading social media brands for at least 2 to 3 years in program/account management role.
  • Prior experience handling sensitive or regulated content is a plus.
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