Operations Manager (Senior Manager Level) – Content Moderation

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)