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
Qualifications:
* Experience:
o Minimum 3-5 years in content moderation, with at least 2-3 years in a management role
o Experience in moderating sensitive or explicit content is highly preferred
* Skills:
o Strong leadership and people management skills
o Excellent decision-making abilities with a focus on detail and accuracy
o Familiarity with online community management tools and moderation systems
o Strong analytical and reporting skills, with proficiency in tools like Excel or dashboards
o Knowledge of regional and global content compliance and regulations
* Personal Attributes:
o Ability to work in a high-pressure environment while maintaining professionalism
o Empathy and cultural sensitivity, especially while handling diverse content
o 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.
#J-18808-Ljbffr