Consultant Solution Design

Roles & Responsibilities

• Lead solution design & Support delivery operations for Trust & Safety services including content moderation, annotation, ad review, platform integrity, policy operations, AI safety, fraud, risk, and human-in-the-loop services.
• Analyze RFPs, client requirements, volumes, workflows, SLAs, risks, languages, and locations to define scope, assumptions, dependencies, and design principles.
• Design operating models, process architecture, delivery locations, role structures, governance, quality controls, training, workforce plans, escalations, and transition approaches.
• Build effort and FTE models using volume, AHT, productivity, shrinkage, coverage, quality, and support-ratio assumptions.
• Create proposals, solution narratives, presentations, process flows, assumptions, risk registers, implementation plans, and executive summaries.
• Identify automation, analytics, AI, and workflow-enablement opportunities while ensuring human oversight, privacy, security, and responsible-AI controls.
• Maintain reusable practice assets, benchmarks, templates, credentials, case studies, estimation tools, and knowledge repositories.
• Support practice delivery through pursuit trackers, action logs, capability plans, governance reviews, stakeholder updates, and closure of dependencies.
• Mentor junior team members, review deliverables, and support capability development across Trust & Safety solution design.
• Support practice strategy through market research, competitive analysis, capability-gap identification, leadership updates, and new service-offering development.
  Educational Requirement
  MBA
  Preferred Skills
  DATA
  Service Line
  BPO Service Line