Operations Manager (Senior Manager Level) – Content Moderation

Gratitude Inc

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4 days ago

Operations Manager (Senior Manager Level) – Content Moderation

5-10 Year(s)

Manila

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Job Description

Key Skills

people Management BPO Operation manager team leadership Content Moderation. Trust and Safety Operations

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Location Alabang, Philippines (Onsite)

Shift Graveyard Shift

Salary Up to ₱110,000 per month

Job Summary

We are seeking an experienced Operations 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. This role is responsible for managing day-to-day operations, driving team performance, ensuring service quality, and delivering operational excellence while maintaining compliance with company policies and client standards.

Key Responsibilities

Lead, coach, and develop a team of Content Moderation professionals to achieve operational goals and service level agreements (SLAs).
Monitor team performance through KPIs, productivity, quality, and customer satisfaction metrics.
Conduct regular performance reviews, coaching sessions, and implement performance improvement plans where required.
Ensure compliance with Trust & Safety policies, moderation guidelines, and quality standards.
Manage operational escalations and provide timely resolutions.
Collaborate with Quality, Training, Workforce Management, and other cross-functional teams to improve operational efficiency.
Analyze reports, identify trends, and present operational insights to senior leadership.
Drive continuous improvement initiatives to optimize workflows and enhance team productivity.
Maintain high employee engagement, retention, and overall team performance.
Ensure adherence to company policies, compliance requirements, and client expectations.

Required Qualifications

Minimum 2 years of experience as a Manager in a BPO environment.
Strong experience in Trust & Safety and/or Content Moderation operations.
Proven leadership experience managing large teams in a fast-paced environment.
Excellent communication, analytical, decision-making, and problem-solving skills.
Strong stakeholder management and people management abilities.
Willing to work onsite in Alabang.
Able to join immediately or within a short notice period.

Preferred Skills

Experience supporting policy-based reviews aligned with Ad Reviews.
Knowledge of billing processes, including invoicing and payment method concerns.
Experience with campaign setup, ad creation, and account configuration.
Understanding of digital advertising concepts such as:
- CPC (Cost Per Click)
- CPM (Cost Per Mille)
- Audience Targeting
- Conversion Tracking
Hands-on experience with customer support platforms such as:
- Zendesk
- Freshdesk
- Salesforce Service Cloud

Preferred Candidate Profile

Strong operational and people leadership skills.
Data-driven mindset with excellent analytical capabilities.
Ability to manage multiple priorities in a high-volume environment.
Experience driving operational excellence and continuous process improvement.
Strong client and stakeholder management skills.

Important Note

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

Pre-Screening Questions

Educational Attainment:
Total Years of Experience as a BPO Manager:
Years of Experience in Trust & Safety and/or Content Moderation:
Current/Last Drawn Salary:
Expected Salary:
Notice Period/Availability to Join:
Are you willing to work onsite in Alabang?
Have you previously worked with Teleperformance? (Yes/No)

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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