Job Description

We are seeking an experienced Operations Manager (Senior Manager) to lead our Content Moderation operations. The ideal candidate will have a strong background in Trust & Safety and Content Moderation within a BPO environment, with proven expertise in managing large teams, driving operational excellence, and delivering high-quality service.

Location: Alabang
Work Setup: Onsite
Shift: night shift

Key Responsibilities

Lead, coach, and manage a team of Content Moderation specialists to achieve operational and performance goals.
Monitor KPIs, productivity, quality, and SLA adherence while implementing performance improvement plans.
Ensure compliance with Trust & Safety policies, content moderation guidelines, and quality standards.
Collaborate with cross-functional teams to improve workflows and operational efficiency.
Prepare operational reports, analyze trends, and present business insights to senior leadership.
Drive continuous process improvement initiatives to enhance team performance and customer satisfaction.
Handle client and operational escalations effectively and provide timely resolutions.
Support policy-based operations related to Ad Reviews and digital advertising processes.

Required Qualifications

Minimum 2 years of experience as a Manager in a BPO environment.
Strong experience in Trust & Safety and/or Content Moderation.
Proven leadership and people management skills.
Excellent analytical, problem-solving, and communication skills.
Experience handling policy-based support aligned with Ad Reviews.
Knowledge of billing processes, including invoicing and payment-related concerns.
Experience with campaign setup, ad creation, and account configuration.
Understanding of digital advertising concepts such as CPC, CPM, audience targeting, and conversion tracking.
Hands-on experience with tools such as Zendesk, Freshdesk, and Salesforce Service Cloud.
Willing to work onsite in Alabang and available to join immediately.

Important Note

Former Teleperformance employees are not eligible for rehire (either directly or through a third party).

Role

Operations Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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