Operations Manager

2 days ago

San Fernando, Central Luzon, Philippines Sutherland Full time
Overview

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 atleast 2 to 3 years in program/account management role.
  • Prior experience handling sensitive or regulated content is a plus.

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