Operations Manager (Sr. Manager level)

Gratitude Inc

10 Views

5 hours ago

Operations Manager (Sr. Manager level)

2-5 Year(s)

Manila (Alabang Muntinlupa City)

Job Description

Key Skills

BPO Operation manager Content Moderation. Trust and Safety

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Job Summary:

We are looking for an experienced Operations Manager to lead and oversee our Content Moderation team. The ideal candidate has a proven background in Trust and Safety or Content Moderation within a BPO environment and can manage daily operations, drive team performance, and ensure service quality.

Key Responsibilities:

Lead, coach, and manage a team of content moderation specialists to meet operational goals.
Monitor performance metrics, provide feedback, and implement improvement plans.
Ensure adherence to Trust and Safety policies, guidelines, and quality standards.
Collaborate with cross-functional teams to optimize workflow and operational efficiency.
Prepare and present operational reports and insights to senior management.
Implement process improvements and drive initiatives to enhance team performance.
Address escalations and provide solutions promptly.

Qualifications:
Minimum of 2 years of experience as a Manager in a BPO environment (required)
Strong background in Trust and Safety and/or Content Moderation (required)
Proven leadership and people management skills
Excellent problem-solving, communication, and analytical skills
Can start immediately
Willing to work onsite at Teleperformance Alabang
Experience in policy-based support aligned with Ad Reviews
Knowledge of billing processes, including invoicing and payment method concerns
Experience in campaign setup, ad creation, and account configuration
Understanding of core digital advertising concepts such as CPC, CPM, targeting, and conversion tracking
Experience using tools such as Zendesk, Freshdesk, and Salesforce Service Cloud

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Chat

Functional Area

ITES / BPO / Customer Service

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