Operation Manager - Content Moderation

Job Responsibilities

• Oversee the day-to-day operations of the content moderation project, ensuring all KPI, SLA, quality, and productivity targets are consistently achieved.
• Lead, manage, and develop Team Leaders, QA, Trainers, and frontline operations teams to drive high performance and operational excellence.
• Monitor workload, backlog, workforce allocation, capacity, and shift scheduling to ensure optimal resource utilization.
• Partner closely with WFM, QA, Training, and other support functions to identify opportunities and implement initiatives that continuously improve operational performance.
• Ensure operational teams consistently adhere to client policies, content moderation guidelines, quality standards, and information security requirements.
• Manage operational escalations, including high-risk, sensitive, and business-critical cases, ensuring timely and appropriate resolution.
• Conduct Root Cause Analysis (RCA) on operational and performance-related issues and drive effective corrective and preventive actions.
• Serve as a key point of contact for clients, overseeing regular performance reporting and participating in business reviews, including Weekly Business Reviews (WBR) and Quarterly Business Reviews (QBR).
• Drive overall team performance, employee development, engagement, and continuous improvement initiatives.
• Provide operational support for 24/7 business requirements, including urgent and critical matters when necessary.

Requirements

• Diploma or above in any discipline. Relevant experience in BPO, content moderation, Trust & Safety, or related operations is highly preferred.
• Minimum 5 years of experience in BPO, content moderation, Trust & Safety, or a related operations environment.
• Proven experience managing Team Leaders and large-scale frontline operations teams.
• Strong understanding of contact center operational metrics, workforce scheduling, manpower planning, CMS reporting, and KPI performance analysis.
• Proven experience in key account management and end-to-end project implementation and execution.
• Strong leadership, analytical, decision-making, and problem-solving capabilities.
• Prior experience in client management and stakeholder engagement is highly preferred.
• Demonstrated experience in cost management, operational efficiency improvement, and process optimization.
• Excellent leadership, communication, collaboration, and stakeholder management skills.
• Ability to thrive in a fast-paced and dynamic environment, with flexibility to support shift-based and 24/7 operations as required.