Overview
Senior Manager for global moderation escalations, building and running the crisis, escalation, and insights program across regions.
What you’ll do
- Build and drive a global escalations and insights program for moderation incidents.
- Establish a follow-the-sun operational model by aligning distributed teams across regions.
- Shift escalation work from transactional response to proactive prevention via root-cause analysis.
- Recruit, hire, and lead an escalation and incident management team.
- Turn escalation data into actionable insights for emerging safety trends and policy effectiveness.
- Improve investigation tooling and safety systems in partnership with Product and Engineering.
- Maintain SLA response times and high-quality resolutions for complex safety incidents.
- Provide India-office moderation leadership and mentorship to the local organization.
What you’ll need
- Bachelor’s degree in business, operations, or a related field.
- Relevant operations or policy experience in Trust and Safety or content moderation with incident management focus.
- Experience managing people, including coaching and development.
- Strong program management skills for projects at scale.
- Experience building processes to improve operational efficiency.
- Experience using data and AI tools to lead and speed up decision-making.
- Strong collaboration skills with cross-functional teams including product, engineering, and BPO workforces.
Details
- Location: Gurugram, Haryana, India.
- Roles based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday.
- On-call work at weekends on a rotational basis.
- Exposure to graphic and/or objectionable content.
- Collaboration with team members based in California, USA, and other global sites.
Read the full description and apply on the company’s own careers page.
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